Customer Service Specialist

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.

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.