Customer Service Team Lead
Core
Lead a team of customer service agents to resolve escalated and complex enquiries across Zopa's financial products, ensuring high standards of customer experience and operational compliance.
Role type
Senior IC Customer Service Team Lead
Builds
Customer service operations for a digital bank (fintech)
Domain
Financial services / Fintech
Required skills
Team leadership, performance management, data analysis, operational planning, stakeholder communication, continuous improvement, risk awareness, training and development
Preferred skills
Fintech or digital bank experience, banking contact centre experience, current account product knowledge, Salesforce proficiency, regulated environment experience (FCA)
Technologies
Salesforce
Responsibilities
Manage daily team operations and resource allocation to meet KPIs and service levels; Monitor and drive individual and team performance through coaching and feedback; Collaborate with product and WFM teams to align service delivery with business objectives; Report operational risks and insights to senior management; Deliver training and onboarding support for the team.
Seniority
Senior, hands-on IC
