ZopaCustomer Service Team Lead
Zopa is hiring a Customer Service Team Lead in Manchester, United Kingdom. Level rates it ; you can apply on Zopa.
Level's read on this job
- On Level's scale, this customer service role is Little AI ●○○○: aI is not part of the work.
- The posting mentions team leadership, customer service and escalated support among its tools and skills.
- Level classes it as a lead role.
- Zopa has 33 other open roles on Level.
- Posted in the last few days.
AI in this role
Lead a customer service team to resolve complex enquiries and deliver high standards of customer support at Zopa Bank.
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.
How we rate this
Customer Service Team Lead at Zopa rates 0 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.
Little AI. AI is not part of the work.
- ●●●● Builds AI80 to 100
- ●●●○ Works on AI60 to 79
- ●●○○ Uses AI40 to 59
- ●○○○ Little AI0 to 39
Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.
Prepare for this job
Built from this posting and from similar jobs on Level.
Skills and AI tools this role asks for
Pay
- Typical customer service job
- $100k
This posting doesn't list pay. Use the typical customer service figure when pay comes up. See customer service jobs
Questions you could be asked
- Tell me about a project where team leadership was part of your work. What did you do?
- Tell me about a project where customer service was part of your work. What did you do?
- Tell me about a project where escalated support was part of your work. What did you do?
- Tell me about a project where people management was part of your work. What did you do?
Adapt your resume
- List these exact terms on your resume: Team Leadership, Customer Service, Escalated Support, and People Management. An applicant tracking system matches the wording, not the idea.
- Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.
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