Customer Service Team Lead

Join Zopa, a pioneering fintech company that has redefined banking since its inception in 2005. As a Customer Service Team Leader, you will manage and coordinate the day-to-day work of a team of agents, ensuring the highest standards of service to our customers. You will work closely with various teams to drive continuous improvement and support broader operational goals. This hybrid role requires you to work from our Manchester office three days a week.

• Management, organisation, and coordination of the day-to-day work of a team of agents to deliver high standards of service.
• Monitoring and driving individual and team performance against KPIs, utilizing structured feedback cycles and coaching methods.
• Utilizing data to make informed decisions to drive continuous improvement of the department, seeking new opportunities for insight.