Customer Service Specialist

We’re Zopa, 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.

The Customer Service team is the face of Zopa, handling customer queries across our full range of products. As a Customer Service Specialist, you’ll carry out a variety of tasks to support the team and our outsource partners, helping them deliver high standards of customer experience.

Responsibilities:

• 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.
• Investigate and follow up on complex issues, escalating them to relevant teams when needed.
• Maintain service quality and meet agreed service levels.
• 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.

Requirements:

• 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 environment.
• High level of accuracy and attention to detail.
• Strong organisational skills and excellent communication skills.
• Proficiency in Microsoft Office.

Desirable:

• Experience working in a fast-paced operational environment within financial services.
• Ability to identify and adopt more efficient ways of working.
• Working knowledge of industry regulations, including FCA rules and guidance.
• Good understanding of banking practices and experience in a fintech environment.

Benefits:

• Flexible working arrangements, including the option to work from abroad for up to 120 days a year.
• Hybrid role with three days per week in the Manchester office.
• Dog-friendly office.

Working Hours: 37.5 hours across five days per week, with shifts from 8am to 4pm or 10am to 6pm, and Saturdays on a rotational basis.