Customer Service Specialist

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About This Role

Zopa Bank is seeking a Customer Service Specialist to join its team in Manchester on a hybrid basis. Founded in 2005 as a peer-to-peer lender and launching as a bank in 2020, Zopa aims to reshape personal finance by putting people first and challenging conventional banking norms. In this role, you will act as a primary point of contact for frontline support staff and outsource partners, managing complex customer inquiries,…

Job Description

Responsibilities

• Handle inbound and outbound customer interactions via phone, chat, and email
• Provide accurate answers and support to front-line customer service agents
• Resolve customer inquiries across various banking services with a primary focus on Point of Sale
• Investigate complex issues and manage escalations to relevant internal stakeholders
• Maintain established service levels and quality standards for timely resolutions
• Advocate for customer needs by collaborating closely with internal teams
• Contribute to continuous improvement initiatives regarding service processes and customer journeys
• Deliver empathetic, tailored solutions based on individual customer circumstances
• Guide customers in utilizing digital self-service tools and online banking platforms

Requirements

• Experience delivering customer service with a dedicated focus on the customer
• Familiarity with Point of Sale servicing or Buy Now, Pay Later products
• Ability to manage workload efficiently in a fast-paced and frequently changing environment
• High level of accuracy and attention to detail
• Capacity to work independently using personal initiative and a willingness to learn
• Organizational skills to plan and manage multiple concurrent workstreams
• Written, verbal, and interpersonal communication skills
• Proficiency in Microsoft Office applications including Outlook, Word, and Excel
• Ability to attend the Manchester office three days per week

Qualifications

• Operational experience within a fast-paced financial services environment
• Ability to identify and implement efficient and effective work methods
• Working knowledge of industry regulations such as FCA rules and guidance
• Understanding of banking practices within a fintech environment
• Familiarity with Zopa customer service processes and procedures
• Experience delivering customer support through phone, chat, and social media platforms

Core Skills

Benefits

• Option to work from abroad for up to 120 days each year, subject to work eligibility
• Weekday time off provided when working a rotational Saturday shift
• Time off in lieu granted for any bank holidays worked

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