Customer Service Team Leader

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.