---
title: 'Customer Service Team Leader at Zopa'
canonical: 'https://feeny.ai/job/customer-service-team-leader-zopa-manchester-ybbg8xty55wg'
type: 'job'
last_seen: '2026-10-18'
---

# Customer Service Team Leader at Zopa

- **Company:** Zopa
- **Location:** Manchester
- **Work type:** hybrid
- **Posted:** 2026-10-02
- **Last confirmed live:** 2026-10-18
- **Apply:** https://jobs.lever.co/zopa/ba9d1178-d1dd-4723-9f23-b07b4fdc6e38

## Job description

Our Story

Hello there. We’re Zopa.

We started our journey back in 2005, building the first ever peer-to-peer lending company. Fast forward to 2020 and we launched Zopa Bank. A bank that listens to what our customers don’t like about finance and does the opposite. We’re redefining what it feels like to work in finance. Our vision for a new era of banking puts people front and centre — we’ve built a business that empowers everyone to aim high, every day, to move finance forward. Find out more about our fantastic offerings at Zopa.com!

We’re incredibly proud of our achievements and none of it would be possible without the amazing team here. It’s not just industry awards we’re winning, we’ve also been named in the top three UK’s Most Loved Workplaces.

If you embrace unconventional challenges, are unafraid to think differently and are driven to make an outsized impact, you’ll thrive here at Zopa, so join us, and make it count. Want to see us in action? Follow us on Instagram @zopalife The Role: Our in-house customer services team are experts in solving escalated, complex customer enquiries. The team are responsible for supporting our front-line agents and working directly with customers to resolve escalated and varied queries across our range of products and services. We are a customer focused organisation, and the team play a critical role in delivering the standard of customer experience that we pride ourselves on at Zopa. As a Customer Service Team Leader at Zopa, you will be responsible for the management, organisation, and co-ordination of the day-to-day work of a team of agents to deliver the highest standards of service to our customers. Because customers are so central to our business, we have a strong track record of progressing high performing operations agents within the business – either to ops career paths or to other functions, so it is imperative that you are passionate about people and their development to support individuals reach their personal career aspirations. With the growth of our product range, particularly our current account offering, this role will be heavily focused on supporting the team to deliver results against some key business objectives. You will ensure you have adequate oversight of team performance and act on any insight that can help improve how we do things with a continuous improvement mindset. You’ll work closely with our current account product team to ensure we’re building a great product and acting as a voice for customers and your team, whilst ensuring product led initiatives land well within your team. Working pattern: This role operates on a Monday to Friday, 7.5-hour rotating shift pattern, with shifts scheduled between 8:00am and 6:00pm. You will be required to work from the Manchester office three days per week Some bank holiday working will also be required, with time off in lieu.

A day in the life:

- Real time management of department resources to ensure internal compliance and quality KPIs are met. Including close monitoring of all queue levels, reporting risks and issues to Senior Management in a timely fashion
- Working closely with our WFM and planning team to appropriately respond to service level variations and match staff to demand to maximise service availability
- Ensure that customer or stakeholder enquiries are dealt with in accordance with the performance and service standards of the business
- Set the tone and culture of the team, that helps to foster a supportive environment, focussed on common goals with a high-performance mindset in line with company values
- Monitor and drive individual and team performance against KPIs, utilising structured 1:1’s, feedback cycles, coaching methods and clear performance goal setting whilst setting specific and actionable objectives where performance falls short
- Prepare updates for your line manager on performance against KPIs and action plans where necessary
- Proactively report up-line any potential or actual operational risks in a timely and accurate fashion to the Head of Department
- Utilise data to make informed decisions to drive continuous improvement of your department, seeking new opportunities for insight to help you, the team and our customers
- Maintain appropriate department knowledge to support the team with escalations as well as deliver required training and onboarding support
- Support broader operational goals and objectives through your owned set of initiatives with a focus on delivering positive, actionable updates that improve performance aligned to Zopa key results
- Highlight areas for improvement through appropriate change forums and support with delivery and rollout in your area with clear comms.

About you:

- You have experience leading a team in a customer focused operational environment.
- You know how to get the best out of people, balancing support, care and accountability.
- You are comfortable having difficult conversations and can manage performance in a clear, fair and constructive way.
- You are analytical and confident using data to understand performance, identify issues and make decisions.
- You are highly organised, structured and able to keep multiple priorities moving without letting things slip.
- You can prioritise well, especially when the environment is busy and things change quickly.
- You communicate clearly with your team, your peers and senior stakeholders.
- You have strong attention to detail, personal responsibility and awareness of risk, controls and escalation.
- You are 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.

At Zopa we value flexible ways of working We value face-to-face collaboration and a good work-life balance. This hybrid role requires you to come to our Manchester office 3 days a week.

You'll also have the option of working from abroad for up to 120 days a year!* But no matter where you are, we’ll make sure you’ve got everything you need to thrive, both in your work and home life, from day one.

*Subject to having the right to work in the country of choice

Diversity Statement Zopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives, and backgrounds leads to better products for our customers and a unique company culture for our people. We are made up of nearly 50 nationalities, have a DE&I forum made up of Zopians wanting to make a difference and we are proud of our culture where everyone can bring their full self to work. Our approach to DE&I is reflected in our hiring process so please let us know if you require any reasonable adjustments.

## #LI-LH1

## About Zopa

## Company Overview
- **One-liner**: Zopa is a UK digital-first bank offering savings, loans, credit cards, car finance, and the Biscuit current account, built around a mission to make money work better for customers. [zopa.com](https://www.zopa.com/)
- **Entity Type**: Private (Privately Held; 21 funding rounds to date) [linkedin.com](https://linkedin.com/company/zopabank)
- **Headquarters**: London, United Kingdom (20 Water Street, London E14 9QG; also an office in Manchester) [linkedin.com](https://linkedin.com/company/zopabank)
- **Founded**: 2005 [zopa.com](https://www.zopa.com/about)
- **Founders**: Richard Duvall, James Alexander, Giles Andrews, David Nicholson, Tim Parlett [linkedin.com](https://linkedin.com/company/zopabank)

## Core Business
- **Primary industries**: Financial Services, Digital Banking, Consumer Lending, Savings [linkedin.com](https://linkedin.com/company/zopabank)
- **Target customers**: B2C consumers in the UK; over 1.5 million customers [zopa.com](https://www.zopa.com/about)
- **Mission or purpose statement**: "To make money work better for our customers" and "create a fairer financial world that makes every penny count for our customers." [careers.zopa.com](https://careers.zopa.com/) [zopa.com](https://www.zopa.com/about)

## Products & Services
- **Biscuit current account**: A free current account launched in 2025, offering interest on balances, cashback on bills, an exclusive savings rate, and easy app-based management. [zopa.com](https://www.zopa.com/about)
- **Smart Saver**: Flexible savings pots with competitive rates. [zopa.com](https://www.zopa.com/)
- **Loans**: Personal loans with low rates and "no hidden catches," applicable in minutes. [zopa.com](https://www.zopa.com/about)
- **Credit card**: App-managed credit card used by 600,000+ customers. [zopa.com](https://www.zopa.com/about)
- **Car finance**: Auto financing options integrated with the Zopa app. [zopa.com](https://www.zopa.com/)
- **Borrowing Power**: In-app tool showing credit score and borrowing potential. [zopa.com](https://www.zopa.com/)
- **Zopa app**: Central hub for bank account, loans, credit card, and savings, supporting Apple Pay and live customer support. [zopa.com](https://www.zopa.com/)

## Market Standing
- **Valuation/Market Cap**: Not disclosed (private company)
- **Key Metric**: Annual revenue of GBP 29.9M; net income of £34.2M (2024); over £13B lent out and £5B in savings managed. [linkedin.com](https://linkedin.com/company/zopabank) [zopa.com](https://www.zopa.com/about)
- **Notable Investors/Partners**: Investors are not publicly named in current sources, but Zopa has completed 21 funding rounds. Regulators include the FCA and PRA; savings are covered by the FSCS. [linkedin.com](https://linkedin.com/company/zopabank) [zopa.com](https://www.zopa.com/)
- **Growth Signals**: Headcount grew 18.5% YoY to 797 employees; monthly job postings up 6.9% and yearly up 158.3%; 31 active job openings; 1.5M total customers; 600,000+ credit card users; launched Biscuit current account in 2025. [linkedin.com](https://linkedin.com/company/zopabank) [zopa.com](https://www.zopa.com/about)

## Competitive Advantages
- **First-mover heritage**: Founded as the world's first peer-to-peer lending company in 2005, with a long track record of lending innovation. [zopa.com](https://www.zopa.com/about)
- **Regulatory moat**: Currently authorised by the PRA and regulated by the FCA, with FSCS deposit protection—giving it the trust of a high-street bank combined with app-based convenience. [zopa.com](https://www.zopa.com/) [zopa.com](https://www.zopa.com/about)
- **Integrated product suite**: A single app covering current account, savings, loans, credit card, and car finance, driving cross-sell and customer stickiness. [zopa.com](https://www.zopa.com/)
- **Customer trust and scale**: Excellent Trustpilot rating from 30,000+ reviews, £13B+ in loans originated, and 1.5M users across the UK. [zopa.com](https://www.zopa.com/about)
- **Award-winning products**: Recognised for its loan, credit card, car finance, and savings offerings. [zopa.com](https://www.zopa.com/about)

## Strategic Focus
- **Digital bank expansion**: Building on the 2025 launch of the Biscuit current account to grow its customer base and daily banking share. [zopa.com](https://www.zopa.com/about)
- **Customer-centric product innovation**: Continuing to develop savings, loans, credit cards, and car finance products that deliver "more dough with less effort." [zopa.com](https://www.zopa.com/)
- **App-led user experience**: Strengthening the app as the primary gateway for all banking and money-management needs. [zopa.com](https://www.zopa.com/)
- **Sustainable growth**: Growing revenue while maintaining strong net income performance (e.g., £34.2M in 2024) and customer trust. [linkedin.com](https://linkedin.com/company/zopabank)

## Why Work Here
- **Culture and values**: Zopa's culture centres on Empowerment, Drive, and Collaboration—supporting employees to innovate, take personal accountability, and grow through personal development initiatives. [careers.zopa.com](https://careers.zopa.com/)
- **Growth environment**: 18.5% headcount growth YoY and a +158% increase in active job postings signal strong scaling. [linkedin.com](https://linkedin.com/company/zopabank)
- **Work-life balance**: Employee reviews on LinkedIn rate work-life balance at 3.7/5, with an overall employer rating of 3.4/5 (527 reviews). [linkedin.com](https://linkedin.com/company/zopabank)
- **Flexibility**: Zopa offers "an environment of high trust, and additional benefits that enable our teams to work in ways that allow them to meet both personal and professional goals." [careers.zopa.com](https://careers.zopa.com/)
- **Professional development**: Emphasis on accelerating "career growth from within" and defining one's own career direction. [careers.zopa.com](https://careers.zopa.com/)
- **Locations**: Positions in London and Manchester, spanning engineering, finance, compliance, risk, and customer teams. [linkedin.com](https://linkedin.com/company/zopabank) [jobs.lever.co](https://jobs.lever.co/zopa)
- **Typical salary indicators**: For transparency, reported annual salary ranges include: Operations ~GBP 32,636, Financial Crime Officer ~GBP 30,000, Junior Operational Risk Analyst ~GBP 29,000. [linkedin.com](https://linkedin.com/company/zopabank)

## Sources
1. [careers.zopa.com](https://careers.zopa.com/)
2. [zopa.com](https://www.zopa.com/about)
3. [jobs.lever.co](https://jobs.lever.co/zopa)
4. [zopa.com](https://www.zopa.com/)
5. [linkedin.com](https://linkedin.com/company/zopabank)

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