Customer Service Specialist, Zopa
More information about location
3 days a week in office (John Dalton Street, Manchester)
Financial solutions for borrowers and savers
Be an early applicant
Financial solutions for borrowers and savers
501-1000 employees
Be an early applicant
More information about location
3 days a week in office (John Dalton Street, Manchester)
501-1000 employees
Company mission
To create simple, fair and honest financial products that have the customer's needs at heart.
Role
Who you are
- You have customer service experience within financial services or banking
- You’ll provide an exceptional customer service across a range of channels (telephony, chat, email) whilst working in a fast-paced busy contact centre
- You have excellent communication skills with the ability to work as part of a team
- You have the ability to maintain high levels of accuracy
- You are adaptable and have the ability to meet hanging priorities and customer demand
- You’re highly motivated and committed to achieve success for you and for the customer
- You are goal orientated and able to meet company goals to achieve important objectives
- You’re proactive and have the initiative to create frictionless customer journeys
- You take ownership for each customer, providing the best end to end experience to deliver the best customer outcome
- You are an expert in digital comms, embracing & assisting customers digitally using their own device or our online banking and mobile App
What the job involves
- As a Customer Service Specialist, you are customer-centric and a strong team player, with a collaborative approach that ensures the customer is always at the heart of everything you do
- You can identify opportunities to improve the service we offer and make decisions aimed at creating an exceptional customer experience every time
- Delivering first-call resolution by working closely with other areas and taking ownership of each customer interaction is essential to this role
- You will work 5 days out of 7, totalling 37.5 hours per week. The working pattern will consist of 7.5 hour shifts between 8 am and 8 pm, Monday to Friday, and you will work one weekend a month, 9 am – 5:30 pm
- You will be required to work some bank holidays each year, for which you will receive time off in lieu
- Answer a high volume of calls and interact with customers over live chat and email
- Respond to day-to-day banking needs across a range of products and services, complex queries and provide a resolution on that first call
- Accurately investigate customer queries, raising with relevant parties, and escalate where needed
- Make sure service and customer demand is met to a high standard and within an agreed turn-around time - service level agreement (SLA)
- Participate in initiatives that help improve our 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 personalised solutions where possible and consistently deliver good customer outcomes
Our take
Zopa has been a pioneering force in the world of finance since 2005, lending out billions in personal loans since its inception, before the launch of its bank in 2020. Its depth of lending experience makes it a digital bank with a difference - offering all the benefits customers have come to expect from a challenger bank, but backed up by 16 years of know how.
Zopa has carved out a strong position for itself in UK fintech, offering more than just loans with products like savings accounts and credit cards. And its clear focus on lending and saving has paid off, with recent investment fueling both product growth and its entry into business lending. The bank also made its first acquisition, snapping up 'buy now, pay later' platform DivideBuy, as part of its expansion strategy.
On top of that, Zopa is now boasting two consecutive years of profit doubling, a rare feat in digital banking. Backed by fresh funding, it's now pushing into new territory with plans to launch a current account and integrate generative AI into customer services.
Freddie
Company Specialist at Welcome to the Jungle
Meet the team
10 people
Jamal Ud-Din, Product Manager
Our mission
Building the world's best credit card!Insights
Company
Employee endorsements
Intelligent people
"My colleagues here at Zopa have a wealth of knowledge which they share constantly and are always willing to assist or give a second opinion on..."
Funding (last 2 of 14 rounds)
Dec 2024
$94.6m
LATE VC
Feb 2023
$99m
LATE VC
Total funding: $961.5m
Company benefits
- 2-3 days a week in the office. We value face-to-face collaboration and a good work-life balance.
- You'll also have the option of working from abroad for up to 120 days a year!* But no matter where you are, we’ll make sure you’ve got everything you need to thrive, both in your work and home life, from day one (*Subject to having the right to work in the country of choice)
- On top of regular bank holidays, you’ll get 25 days holiday as standard, rising up to 30 days as your tenure grows. For any teams that operate on a bank holiday, you may be offered an alternative day off.
- As a Zopian, you can opt into our private medical insurance through Vitality Health. This’ll give you access to private medical care, discounted gym memberships, and other rewards such as savings at various retailers for maintaining an active lifestyle. You also get free Headspace access to help with the all-important mindfulness we need
- 16-weeks full pay for all new parents. We offer enhanced maternity and paternity pay to employees wishing to start a family. New parents, including those adopting, are eligible to take up to 16-weeks leave at full pay.
Company values
- Customer Champion: Whatever the role, the customer is front and centre of our thinking. We care passionately about doing the best for them.
- Fearless Choices: Our environment is fast-paced, agile and open. You'll solve interesting and challenging problems and be trusted and empowered to bring your ideas to life.
- In It Together: You'll join an ambitious, diverse and all round approachable team with a mix of ideas and talents who inspire each other to be better every day.
- Walk The Talk: You'll be honest, stick to your promises and face the tough moments head on.
- Win smarter: You'll be always on the lookout for a better way of doing things, going beyond "good enough" and welcoming different points of view.
Company HQ
London, UK
Articles
Leadership
Jaidev
(CEO)Promoted from within Zopa, previously COO. 12 years of experience at Capital One, including Chief Marketing Officer for UK.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
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Diversity, Equity & Inclusion at Zopa
- We're always looking for passionate and talented people who can help us be the best place for money. We welcome everyone, regardless of age, disability, gender, sexual orientation, parental status, race or religion.
- We run a successful mentoring program, with 28 mentors across the business. We believe this launching pad helps our internal talent stretch beyond their comfort zone, explore new avenues and grow into future leaders.
- We’re focused on ensuring a fair approach to attracting talent, from how we advertise roles to our application and interview process. For all our hiring requirements we mandate 50/50 shortlists and diverse interview panels. We also run all our adverts through a recognised gender de-coder to ensure we attract and hire a diverse range of people. More recently we’ve been experimenting with new job boards and partnerships like Otta Jobs and BYP Network (Black Youth Partnership Network) to increase diversity in our candidate sourcing.
- We’ve secured trail-blazing partnerships with organisations like Code First Girls, YSYS and BYP Network. We’ve already had huge success with our Code First Girls cohort who joined our tech community as Software Engineers and Database Administrators in January.
- We encourage Zopians to create memorable career journeys, and internal mobility plays a huge part in this. All our live job vacancies are posted on our internal jobs board. Over the last 12 months, we’ve trained and supported many Zopians to make internal career moves and become compliance officers, developers, lawyers and HR specialists. In fact, 20% of our open roles in Q3 2021 were filled by internal candidates. This not only makes Zopa a great place to work, but also allows us to break down some of the systemic pipeline issues that we see in STEM professions.
- Our Diversity & Inclusion focus groups and “All in” club celebrate diversity through various company events, such as quiz nights and “Bring your kids to work” day – our favourite is international food night!
- Everyone at Zopa has different working styles, and we want to support them in any way possible. That’s why we’re committed to flexible working whether that’s from home, in the office or a combination of both. What’s more, our model includes the option of working from abroad for up to 120 days a year!
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