Customer Service Team Leader for Current Account Excellence

3 weeks ago

London, Greater London, United Kingdom CCMA - Call Centre Management Association Full time
Job Summary

We are seeking a highly motivated Customer Service Team Leader to support the growth of our Current Account product and drive exceptional customer experiences.

About the Role

In this critical position, you will be responsible for managing, organizing, and coordinating the day-to-day work of a team of agents to deliver the highest standards of service to our customers. You will ensure adequate oversight of team performance, act on insights to improve processes, and foster a culture of continuous improvement.

Main Responsibilities
  • Manage and coordinate team performance to meet key business objectives and internal compliance requirements.
  • Closely collaborate with the Current Account product team to ensure product-led initiatives land well within your team.
  • Maintain real-time management of department resources to maximize service availability and respond to service level variations.
  • Monitor and drive individual and team performance through structured 1:1s, feedback cycles, coaching methods, and clear performance goal setting.
Requirements

To succeed in this role, you will need:

  • Experience working with current account products, preferably in a digitally focused bank or FinTech environment.
  • Demonstratable workflow management experience.
  • Excellent verbal and written communication skills.
  • Proficiency in Microsoft Word and Excel.
  • A strong awareness of risk and the importance of controls and escalation.
  • Terrific prioritization skills to manage high process volume in parallel with projects.
What We Offer

This is a hybrid role, with a balance of office and remote work. You will enjoy:

  • A competitive salary range of £45,000 - £55,000 per annum.
  • The opportunity to work in a dynamic and fast-paced environment.
  • Flexible working arrangements, including a flexible schedule and one weekend off per month.
Join Our Team

Zopa is committed to creating an inclusive and supportive work environment. If you are passionate about delivering exceptional customer experiences and leading high-performing teams, we encourage you to apply.

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