Customer Operations Manager

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 !

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

Zopa is looking for a highly motivated, people-driven Customer Operations Manager to support the scale of our department with high focus on delivering impactful change and supporting wider business objectives. You will be customer centric, possess strong communication and leadership skills whilst able to show an agile style to work and ability to think on your feet. You'll display a real sense of ownership for your area, developing a team that strives for the best customer outcomes and consistently searches for and delivers meaningful improvement in line with Zopa's vision.

As a Customer Operations Manager at Zopa, you will oversee the day-to-day operation of our Operational Support/Customer Service teams, ensuring the department is delivering exceptional customer experience, supporting across our broad range of products, maximising productivity, and executing Zopa's policies and procedures with the utmost integrity. You should consider how to implement Zopa's values within everything that you do and ensure and champion best ways of working.

Furthermore, you will create a positive, forward-thinking culture within the team, and this should be at the forefront of your mind. You'll be expected to work towards common goals by inheriting our business objectives as your blueprint towards your short-, medium-, and long-term planning. This will require close collaboration with numerous stakeholders and your engagement and management of these relationships will help deliver success for our customers and the business.

• Effectively deploy Zopa's people management strategies across the department.
• Line manage Team Leaders, overseeing both their individual and teams' performance.
• Ensure the department is successfully operating within Regulatory and Business SLA's.
• Manage the day-to-day operation and associated performance metrics.
• Identify poor customer outcomes from Complaints RCA, QC reporting, CSAT and Risk Events to ensure plans are created and executed to push for continuous improvements.
• Case management decision making - accountable to make final decisions on individual case escalations.
• Work with the Senior Operations Manager to identify and deliver continuous process improvements across department areas of jurisdiction.
• Accountable for all agents' process adherence.
• Accountable for all agents achieving their performance objectives.
• In conjunction with the RTA, provide strong Resource Management.
• Assist the Senior Operation Manager with change management.
• Recruit, train, and develop a high-performing team of customer-focused professionals.
• Provide ongoing coaching and feedback to team members.
• Serve as a primary point of contact for internal stakeholders regarding department matters.

• You have experience in management, with a focus on customer service within the financial services industry.
• You can display an ability to work under pressure in a fast-paced environment while maintaining attention to detail and quality standards.
• You have demonstrated problem-solving abilities and a track record of driving process improvements.
• You possess excellent communication and interpersonal skills.
• You can operate with a strong sense of urgency to deliver results.
• You show a strong awareness of risk and the importance of controls and escalation.
• You have an analytical mindset with proficiency in data analysis and reporting tools.
• You can demonstrate a strong understanding of the regulatory requirements and industry best practices related to our business.

We're on the move!

Towards the end of 2025 Zopa will be relocating to a brand-new headquarters at 20 Water Street in Canary Wharf.

At Zopa we value flexible ways of working.

We value face-to-face collaboration and a good work-life balance. This hybrid role requires you to come to our London office 2-3 days a week.

You'll also have the option of working from abroad for up to 120 days a year! But no matter where you are, we'll make sure you've got everything you need to thrive, both in your work and home life, from day one.

Diversity Statement

Zopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives, and backgrounds leads to better products for our customers and a unique company culture for our people.