Customer Service Specialist

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   The role: The Customer Service team is the face of Zopa, handling customer queries across our full range of products. The team aims to make every customer’s experience as effortless as possible, supporting them with a variety of requests and helping them get the most from Zopa. As a Customer Service Specialist, you’ll carry out a variety of tasks to support the team and our outsource partners, helping them deliver the high standards of customer experience we set across the bank. You’ll be a point of contact for complex queries from the front-line customer service team and will manage escalations to stakeholders on the team’s behalf. You’ll be able to multitask and manage your own workload, ensuring you meet agreed service levels and quality standards. You’ll also play a key role in our ambitious plans to improve our customer offering, helping us continuously enhance the experience we deliver. Working Hours: You’ll work 37.5 hours across five days per week. Shifts are: Monday to Friday: 8am to 4pm or 10am to 6pm Saturdays on a rotational basis: 8am to 4:30pm When you work a Saturday, you’ll receive a day off during the week. This is a hybrid role, and you’ll be expected to attend our Manchester office three days per week. Some bank holidays are worked each year, with time off in lieu provided for any bank holiday worked.

A day in the life: Handle a high volume of inbound and outbound customer interactions by phone, chat and email.

Respond accurately to queries from agents.

Resolve customer queries across a range of banking products and services, primarily Point of Sale, aiming to resolve them at first contact or following up until a resolution is reached.

Investigate and follow up on complex issues, escalating them to the relevant teams when needed.

Maintain service quality and meet agreed service levels to ensure timely resolutions.

Work closely with internal teams to advocate for customers and improve service delivery.

Support continuous improvement initiatives across service processes and customer journeys.

Listen to customers’ individual circumstances and offer tailored, empathetic solutions.

Promote digital self-service tools and guide customers through mobile and online banking.

About you: Experience delivering excellent customer service with a customer-focused mindset.

Strong knowledge of Point of Sale servicing or experience working with a Buy Now, Pay Later product.

Ability to adapt and manage your workload in a busy, pressurised and frequently changing environment.

A high level of accuracy and attention to detail, ensuring work is completed to a high standard.

Ability to work on your own initiative and a willingness to learn.

Strong organisational skills, with the ability to plan and manage multiple workstreams.

Excellent written and verbal communication and interpersonal skills.

Proficiency in Microsoft Office, including Outlook, Word and Excel.

Desirable: Experience working in a fast-paced operational environment within financial services.

Ability to identify and adopt more efficient and effective ways of working.

A working knowledge of industry regulations, including FCA rules and guidance.

A good understanding of banking practices and experience in a fintech environment.

A working knowledge of Zopa’s Customer Service processes and procedures.

Experience using phone, chat and social media platforms to deliver excellent customer service.

Additional information 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 Manchester office 3 days a week. (WeWork, Dalton Place, 29 John Dalton Street, M2 6WF) Please note this office is dog friendly so you might see some furry friends about!   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.   *Subject to having the right to work in the country of choice   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. We are made up of nearly 50 nationalities, have a DE&I forum made up of Zopians wanting to make a difference and we are proud of our culture where everyone can bring their full self to work. Our approach to DE&I is reflected in our hiring process so please let us know if you require any reasonable adjustments.    #LI-LH1