Customer Service Team Leader

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🕒 June 2

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Zopa Bank

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2005

💸 Finance

💳 Fintech

💰 Venture Round on 2023-02

Finance • Fintech

Zopa Bank is a digital bank with a mission to simplify personal finance by offering straightforward financial products, such as loans, credit cards, and savings accounts. Founded in 2005, Zopa focuses on providing transparent and customer-friendly services, with a commitment to honesty and trust. It uses technology to expedite processes, such as pre-approval credit checks without impacting credit scores, and offers an easy-to-use app for managing financial products. Zopa has gained recognition for its quick and clear customer service and has consistently won awards for its personal loan offerings, including the British Bank Awards' Best Personal Loan Provider. The bank also emphasizes partnerships, like their recent collaboration with John Lewis Money, and is involved in the Fintech Pledge to drive innovation in financial services.

📋 Description

• management, organisation, and co-ordination of the day-to-day work of a team of agents • deliver the highest standards of service to customers • support the team to deliver results against key business objectives • adequate oversight of team performance and act on insights • work closely with current account product team to ensure product and team alignment • operate on a rotating shift pattern covering hours between 8:00am and 8:00pm, Monday to Friday • required to work from the London office two days per week • work one weekend per month from home with time off in lieu provided during the week • some bank holiday working will also be required, with time off in lieu

🎯 Requirements

• experience leading a team in a customer focused operational environment • know how to get the best out of people, balancing support, care and accountability • comfortable having difficult conversations, managing performance in a clear, fair and constructive way • analytical and confident using data to understand performance, identify issues and make decisions • highly organised, structured and able to keep multiple priorities moving without letting things slip • prioritise well, especially when the environment is busy and things change quickly • communicate clearly with your team, peers, and senior stakeholders • strong attention to detail, personal responsibility and awareness of risk, controls and escalation • comfortable working with pace, ambiguity and change • ** Bonus Points:** • experience working in a fintech, digital bank or scale up environment • experience in a banking or financial services contact centre • experience working with a current account product • experience using Salesforce, including reports or dashboards • experience working with outsourced partners or cross site teams • experience helping teams grow in ability or size • experience working in a regulated environment with knowledge of FCA guidance

🏖️ Benefits

• flexible ways of working • working from abroad for up to 120 days a year