Customer Service Specialist, Zopa
Point of Sale
2-3 days a week in office (Dalton Place, Manchester)
Financial solutions for borrowers and savers
Open for applications
Financial solutions for borrowers and savers
501-1000 employees
Open for applications
2-3 days a week in office (Dalton Place, 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
- This role requires the ability to multitask and manage your own workload to ensure we remain focused on meeting the agreed service levels and quality standards set for the team
- Proven experience using telephony, chat, and social platforms to deliver exceptional customer service
- Strong customer service focus with a customer-centric mindset
- Comfortable working in fast-paced, high-pressure environments with frequent change
- Proactive in identifying and implementing more efficient ways of working
- High attention to detail, ensuring consistently accurate and high-quality output
- Self-motivated with a strong willingness to learn and take initiative
- Excellent organisational skills with the ability to manage multiple priorities effectively
- Strong written and verbal communication skills, coupled with confident interpersonal abilities
- Proficient in Microsoft Office applications (Outlook, Word, Excel)
- Desirable: Experience within the financial services industry
- Familiarity with FCA regulations and industry compliance requirements
- Exposure to banking operations and/or working within a FinTech environment
- Understanding of Point of Sale (POS) systems or Buy Now Pay Later (BNPL) products
What the job involves
- As a Customer Service Specialist, you will undertake a range of tasks to support both the team and our outsourced partners, enabling them to deliver the high standards we set for customer experience within the bank
- You will act as a point of contact for complex queries from the front-line customer service team and serve as an escalation point for stakeholders on behalf of the team
- You will play a key role in the ambitious plans we have to enhance our customer offering, helping us to continuously improve the experience we deliver to our customers
- Full-time, 37.5 hours per week (Monday to Friday)
- Shifts: 8am–4pm or 10am–6pm (Rota)
- 1 in 4 weekends required (Saturday: 8am–4:30pm)
- A weekday off will be given when you work a Saturday
- Handle a high volume of inbound and outbound customer interactions via phone, chat, and email
- Resolve customer queries across a range of banking products and services (primarily Point of Sale) — often on first contact, or through follow-up until resolution
- Investigate and follow up on complex issues, escalating to relevant teams when necessary
- Maintain service quality and meet SLAs (service level agreements) to ensure timely resolution
- Collaborate with internal teams to advocate for customers and enhance service delivery
- Support continuous improvement initiatives across service processes and customer journeys
- Provide tailored, empathetic solutions by understanding customers’ individual circumstances
- Promote digital self-service tools and guide customers through mobile and online banking
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
$95.6m
LATE VC
Feb 2023
$100.8m
LATE VC
Total funding: $977.6m
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
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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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