Customer Service Team Leader
Core
Manage and coordinate a team of customer service agents handling escalated and complex enquiries for Zopa's banking and lending products.
Role type
Senior IC Customer Service Team Leader
Builds
High-standard customer experience and operational efficiency for Zopa's current account and lending products
Domain
Fintech / Digital Banking
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Team management, performance coaching, data analysis, KPI monitoring, operational risk management, stakeholder communication, change management, training delivery, resource planning, conflict resolution
Preferred skills
Fintech experience, banking contact centre experience, current account product knowledge, Salesforce proficiency, regulated environment experience, scaling team experience
Technologies
Salesforce
Responsibilities
Real time management of department resources to ensure compliance and quality KPIs are met; Work with WFM to match staff to demand; Monitor and drive individual and team performance against KPIs; Set team culture and foster a high-performance mindset; Prepare performance updates and action plans for line management; Report operational risks to Head of Department; Utilize data to drive continuous improvement; Deliver training and onboarding support; Support broader operational goals through owned initiatives.
Seniority
Senior, hands-on IC