Description
Zopa is hiring a Customer Service Team Leader to manage and coordinate a team of customer service agents, support front-line agents, resolve escalated customer enquiries, monitor performance and service levels, drive continuous improvement, and support training and onboarding. The role requires experience leading teams in a customer-focused operational environment, strong people-management and analytical skills, and the ability to work in a busy, changing environment. It operates on a rotating Monday-to-Friday shift pattern covering 8:00am to 8:00pm, with three days per week in the Manchester office, one weekend per month from home, and some bank holiday work.
