Customer Service Specialist

The role

You will handle customer queries across Zopa's products, mainly Point of Sale, by phone, chat and email. You will resolve complex issues, escalate them when needed, and help improve the customer experience.

What you will do

• 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 banking products, primarily Point of Sale, at first contact or follow up until resolved.
• Investigate complex issues and escalate them to the relevant teams when needed.
• Maintain service quality and meet agreed service levels.
• Work with internal teams to advocate for customers and improve service delivery.
• Support continuous improvement initiatives across service processes and customer journeys.
• Listen to customers' circumstances and offer tailored, empathetic solutions.
• Promote digital self-service tools and guide customers through mobile and online banking.

Required qualifications

• 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.
• High level of accuracy and attention to detail.
• Ability to work on your own initiative and 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.

Nice to have

• Experience working in a fast-paced operational environment within financial services.
• Ability to identify and adopt more efficient and effective ways of working.
• Working knowledge of industry regulations, including FCA rules and guidance.
• Good understanding of banking practices and experience in a fintech environment.
• Working knowledge of Zopa's Customer Service processes and procedures.
• Experience using phone, chat and social media platforms to deliver excellent customer service.

Benefits

• Flexible ways of working.
• Option to work from abroad for up to 120 days a year, subject to right to work.
• Support for work and home life from day one.
• Dog-friendly Manchester office.

Before you apply

• Option to work abroad for up to 120 days a year is subject to having the right to work in the country of choice.
• Reasonable adjustments are available on request during the hiring process.

About the company

Zopa started in 2005 as a peer-to-peer lending company and launched Zopa Bank in 2020. The company describes itself as a bank that does the opposite of what customers dislike about finance.