Customer Service Specialist

Our Story

Zopa began in 2005 as the world's first peer-to-peer lending company and launched Zopa Bank in 2020. We are a bank built on listening to customers and doing the opposite of what they dislike about traditional finance. Our vision is to create a new era of banking that puts people first, empowering everyone to aim high and move finance forward. We are proud of our achievements, including industry awards and being named one of the UK's Most Loved Workplaces. If you embrace unconventional challenges, think differently, and are driven to make an impact, you'll thrive at Zopa.

About the Role

As a Customer Service Specialist, you are customer-centric, a strong team player, and possess a collaborative approach, ensuring the customer remains at the heart of all your actions. You can identify opportunities to enhance our service and make decisions aimed at creating an exceptional customer experience. Delivering first-call resolution by working closely with other departments and taking ownership of each customer interaction is essential.

• You will work 5 days out of 7, totaling 37.5 hours per week.
• Shifts are 7.5 hours, scheduled between 8 am and 8 pm, Monday to Friday.
• One weekend per month will require working from 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 annually, for which you will receive time off in lieu.

A Day in the Life:

• Answer a high volume of calls and interact with customers via live chat and email.
• Respond to day-to-day banking needs across a range of products and services, handle complex queries, and provide first-call resolution.
• Accurately investigate customer queries, escalating when necessary.
• Ensure service and customer demand are met to a high standard within agreed Service Level Agreements (SLAs).
• Participate in initiatives to improve customer service, processes, and procedures.
• Liaise closely with other teams to advocate on behalf of customers.
• Listen to customers' personal circumstances to understand their requirements and provide personalized solutions, consistently delivering good customer outcomes.

About You:

• You have customer service experience within financial services or banking.
• You provide exceptional customer service across telephony, chat, and email in a fast-paced contact center environment.
• You possess excellent communication skills and the ability to work effectively as part of a team.
• You can maintain high levels of accuracy.
• You are adaptable and can meet changing priorities and customer demands.
• You are highly motivated and committed to achieving success for yourself and the customer.
• You are goal-oriented and able to meet company goals.
• You are proactive and take initiative to create frictionless customer journeys.
• You take ownership of each customer interaction, ensuring the best end-to-end experience and customer outcome.
• You are an expert in digital communication, assisting customers using their own devices or our online banking and mobile app.

Flexible Working

At Zopa, we value flexible ways of working, balancing face-to-face collaboration with a good work-life balance. This hybrid role requires you to be in our Manchester office (WeWork, Dalton Place, 29 John Dalton Street, M2 6WF) 3 days a week. The office is dog-friendly!

You also have the option to work from abroad for up to 120 days a year* (subject to having the right to work in the chosen country). We ensure you have everything needed to thrive, both in your work and home life, from day one.

Diversity Statement

Zopa is committed to providing a workplace free from discrimination. We believe that diversity of experience, perspectives, and backgrounds leads to better products and a unique company culture. We are composed of nearly 50 nationalities, have a DE&I forum, and foster a culture where everyone can bring their full selves to work. Our approach to DE&I is reflected in our hiring process; please let us know if you require any reasonable adjustments.