Customer Service Team Leader

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   As a Customer Service Specialist, you are customer-centric and a strong team player, with a collaborative approach that ensures the customer is always at the heart of everything you do. You can identify opportunities to improve the service we offer and make decisions aimed at creating an exceptional customer experience every time. Delivering first-call resolution by working closely with other areas and taking ownership of each customer interaction is essential to this role.   You will work 5 days out of 7, totalling 37.5 hours per week. The working pattern will consist of 7.5 hour shifts between 8 am and 8 pm, Monday to Friday, and you will work one weekend a month, 9 am – 5:30 pm.   This is a hybrid role. The team works in the office Monday - Wednesday.   You will be required to work some bank holidays each year, for which you will receive time off in lieu.

Do you thrive on leading teams and delivering outstanding customer service? Are you confident managing workloads, supporting colleagues, and keeping operations running smoothly? If so, you could be the newest addition to our team as a Customer Service Team Leader in Kettering. Be part of the movement - and play your part.    About the role   Working Monday to Friday 08:30 – 17:00, you’ll lead a team of Customer Service Coordinators, ensuring customer queries are handled efficiently while maintaining high service standards. You’ll also support key administrative and coordination activities across the wider logistics operation. You will be responsible for: * Supervising and supporting the customer service team, delegating tasks and managing workloads * Acting as the first point of escalation, resolving customer and operational issues quickly * Ensuring all customer queries (delivery issues, delays, tracking) are handled professionally * Monitoring performance, producing KPI reports, and ensuring SLAs are consistently met * Coordinating with warehouse, transport, and planning teams to resolve issues efficiently * Providing ongoing coaching, guidance, and support to develop team performance * Managing administrative processes including invoices, suppliers, procurement, and internal records About you  You’ll have proven experience leading or supervising a team, with the ability to motivate, develop, and support colleagues in a fast‑paced environment. Strong communication skills are essential, alongside a passion for delivering excellent customer service. You’ll be confident delegating tasks, managing performance, and working collaboratively across departments. You’ll thrive in this role if you’re a positive, solutions‑focused individual with a “can‑do” attitude. You’ll be a natural leader who leads by example, with strong problem‑solving skills and the ability to think on your feet. Empathy, attention to detail, and a commitment to both customer satisfaction and team success will set you up for success. We think the strongest teams are built on diversity and inclusivity. Contrasting opinions, varied skills and strong characters bring out the best in us all. And we cannot wait for you to join.    Working at DFDS   Join the movement and grow with us.   Now about what we can give you. You’ll be able to access some fantastic benefits such as: * Life assurance cover * Contributory company pension scheme * Holiday Purchase Scheme * Free ferry travel for up to 4 guests between Dover and Calais / Newcastle and Amsterdam with no limit on trips * Full employee assistance programme including: * Proactive financial, emotional, mental, and physical health care support including face to face counselling, fast 24/7 access to a GP, a second medical opinion and legal support for colleagues and their family. * Huge range of retail discounts from high street and online retailers * Cashback on health care including dental, optical, physiotherapy, prescriptions, specialist consultations and much more. * Access to myStrength, our Wellbeing platform, which has plenty of content to support and improve your mental wellness needs. * Access to mental health first aid and opportunity to join support webinars with a focus on all areas of positive wellbeing. While you’re with us, we want you to develop. At DFDS, we believe that development happens first and foremost through activities in the workplace. We will also offer training courses that can support you in your role, if needed.    Are we a match? Then what are you waiting for? Apply Now.    If you think your personality, skills, experience, and desire match this role, we’d love to hear from you. Please send us your CV as soon as possible, as we’re keen to meet potential candidates on an ongoing basis.    We look forward to hearing from you.