Full-Time
Customer Service Team Leader
Posted on 4/22/2025
Zopa
501-1,000 employees
Peer-to-peer lending and financial services
No salary listed
Mid
London, UK
The role requires working in the office 2 days a week (Tuesdays and Thursdays). Employees have the option to work from abroad for up to 120 days a year, subject to having the right to work in the country of choice.
- Operational experience in a customer focussed environment with team leadership experience
- A working knowledge of the FCA and its guidance to regulated firms
- Experience working with a current account product, preferably for a digitally focussed bank in a FinTech environment
- Demonstratable workflow management experience
- Outstanding attention to detail, with strong ethic of personal responsibility
- Excellent problem solver with an ability to think creatively
- Excellent verbal and written communication skills as well as proficiency in Microsoft Word and Excel
- Ability to operate with a strong sense of urgency to deliver results
- Strong awareness of risk and the importance of controls and escalation
- Terrific prioritisation skills to manage high process volume in parallel with projects
- Real time management of department resources to ensure internal compliance and quality KPIs are met
- Close collaboration with our WFM and planning team to appropriately respond to service level variations to match staff to demand and maximise service availability
- Ensure that customer and stakeholder enquiries are dealt with to Zopa set standards
- Create a collaborative and customer centric culture through your team in line with company values
- Monitor and drive individual and team performance through structured 1:1s, feedback cycles, coaching methods and clear performance goal setting
- Prepare updates for your line manager on performance against KPIs and action plans where necessary
- Review and utilise data to make informed decisions and drive continuous improvement of your department
- Liaise closely with product teams, providing feedback and delivering updates to your team about new features and updates.
Zopa operates in the peer-to-peer lending market, offering personal loans, savings accounts, credit cards, and car finance. By allowing individuals to lend money directly to borrowers, Zopa bypasses traditional banks, which helps provide better value for loans and investments. The company uses technology to streamline the lending process, enabling quick pre-approval of loans, often within 12 seconds, through a 'soft' credit check that does not affect credit ratings. Zopa serves a diverse clientele in the UK, including borrowers, savers, and investors, and generates revenue by charging fees on loans and offering various financial products. Unlike its competitors, Zopa was the first to introduce P2P lending and maintains a strong focus on regulatory compliance to ensure the stability and security of its operations. The company's goal is to connect borrowers and lenders efficiently while providing competitive rates and a seamless user experience.
Company Size
501-1,000
Company Stage
Debt Financing
Total Funding
$1.2B
Headquarters
London, United Kingdom
Founded
2005
Simplify's Take
What believers are saying
- Zopa raised £80M in AT1 capital, strengthening its financial foundation for growth.
- Zopa's partnership with Octopus Energy taps into the growing demand for sustainable finance.
- Zopa's customer base grew to 1.4 million, reflecting strong market presence and appeal.
What critics are saying
- Increased competition from digital banks like Monzo could impact Zopa's market share.
- AI integration poses risks related to data privacy and potential algorithmic biases.
- Expansion into renewable energy may expose Zopa to market volatility and regulatory challenges.
What makes Zopa unique
- Zopa pioneered peer-to-peer lending, revolutionizing the financial services industry.
- Zopa's rapid loan approval process enhances customer experience and operational efficiency.
- Zopa integrates GenAI for personalized, efficient customer service, boosting satisfaction and retention.
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Benefits
Hybrid Work Options
Flexible Work Hours
Remote Work Options
Growth & Insights and Company News
6 month growth
↑ 0%1 year growth
↓ -1%2 year growth
↑ 0%Chime has filed for an IPO, testing the market's appetite for fintech investments after a period of stagnation. Pitchbook analyst Rudy Yang views this as a strategic move that could revive fintech liquidity. In other news, Zopa raised £80 million in AT1 capital via an LSE bond listing to strengthen its balance sheet ahead of launching a flagship bank account. Monzo introduced a feature to undo payments, and the Bank of London is under investigation by the UK regulator due to auditor concerns.
Digital bank Zopa has raised £80 million in AT1 capital through a bond listing on the London Stock Exchange. This non-dilutive funding aims to support the bank's balance sheet and accelerate growth following strong results in 2024.
Digital bank Zopa raised £80 million in AT1 capital via its first LSE bond listing, following a €80 million equity raise in Nov 2024. The funds will bolster its balance sheet as it prepares to launch a flagship current account. The bond was oversubscribed by over two times. Zopa's profits doubled to £34.2 million for 2024. The bank plans to re-register as a PLC within 6 months. Jefferies acted as Structuring Adviser and Sole Lead Manager for the transaction.
Zopa Bank has raised £80m in its first-ever London Stock Exchange bond listing as it gears up to launch current accounts.
Zopa Bank, the UK savings and lending digital bank, has reported a doubling of pre-tax profits to £31.5m in 2024, as it outlined how AI will become more commonplace in its banking operations. Pre-tax profits reached £31.5m in 2024, compared with £15.8m in 2023, revenue was up 30 per cent to £303m.Customer numbers were up from 1.1 million to 1.4 million at Zopa, which raised £66m in an equity round last year and is understood to be a unicorn. Revenue growth was helped by a 62.5 per cent jump in deposits to £5.5 billion and balance sheet loans, which grew 16.2 per cent to £3.1 billion.Zopa, which has a UK banking licence, currently offers personal loans, credit cards, point-of-sale retail finance, car finance, savings accounts, and financial health tools. Zopa CEO Jaidev Janardana said it would be expanding its product range, which includes a soon-to-launch current account.He said: "The next phase of our ambition is to address an even larger share of our customers’ financial needs by expanding the Zopa product set into everyday banking.” Zopa’s 2024 annual report also sheds light on how Zopa is integrating AI into its operations.It said: “In future, we will integrate AI further into our customers’ everyday banking needs." It said that most of its engineers now use GenAI tools daily and that it had also built a test concept for how an AI assistant could support its business in the future