Complaints Specialist, Zopa
Banking
1-5 days a week in office (London Bridge, London)
Financial solutions for borrowers and savers
Posted today
Financial solutions for borrowers and savers
501-1000 employees
Posted today
1-5 days a week in office (London Bridge, London)
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
- If you embrace unconventional challenges, are unafraid to think differently and are driven to make an outsized impact, you’ll thrive here at Zopa, so join us, and make it count
- You have complaints handling experience in customer-facing financial services roles
- You're experienced in handling application fraud, current accounts, and credit cards
- You are a patient and attentive listener
- You can remain calm under pressure, staying flexible and composed in high-pressure situations
- You have the capability to meet tight deadlines and adapt to new challenges
- You're quick to learn new systems
- You know how to identify issues and solve problems
- You take accountability for your casework, owning it from start to finish to ensure high-quality outcomes
- You're a customer champion, ensuring our customers' voices are heard
What the job involves
- We are excited to announce a new opportunity for a Complaints Specialist within our Banking Team
- The primary purpose of this role is to support the Complaints Team in managing customer complaints in accordance with our internal Complaints Handling Policy and Procedures
- The primary purpose of this role is to support the Complaints Team in managing customer complaints in accordance with our internal Complaints Handling Policy and Procedur
- Your focus will be to ensure that all complainants receive fair resolutions and a high standard of customer service
- The team operates Monday to Friday, from 9am to 5:30pm, and the role involves working in our London Bridge office once a week
- Investigate, document, respond to, and work towards resolving customer complaints both verbally and through well-crafted letters
- Make outbound and take inbound calls to address complaints at their first point of contact
- Tailor responses and communication to suit the audience
- Ensure complaints are managed in line with Consumer Duty and DISP requirements set by the Financial Conduct Authority
- Provide outstanding customer service to all complainants, ensuring fair, accurate, and clear management of complaints
- Use effective communication and problem-solving skills to resolve complaints efficiently while maintaining high quality
- Collaborate with internal departments to gather information and ensure a comprehensive resolution of complaints. Offer critical feedback and insights into the causes of complaints to the business
- Suggest improvements to processes and documentation to reduce the number of complaints
- Participate in weekly team and departmental meetings to discuss process changes and receive product updates
- Be an advocate for change by sharing insights on trends to drive continuous improvements
Salary benchmarks
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.
As a bank, Zopa has the flexibility to offer much more than loans to their customers, such as their fixed term savings accounts and credit card. Their model is clearly defined, with a focus on lending and saving rather than current accounts - and its investment in its banking license has clearly paid off. The company has recently seen significant investment that will accelerate the growth of its current products as well as support expansion into the business lending space. It has also made its first ever acquisition, of the ‘buy now, pay later’ platform DivideBuy.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
41% female employees
14% employee growth in 12 months
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
$85.4m
LATE VC
Feb 2023
$93.4m
LATE VC
Total funding: $905.6m
Company benefits
- Discounted gym membership
- Cycle-to-work scheme
- Enhanced maternity and paternity leave
- Hybrid & flexible working model
- Health insurance with Vitality
- Generous holiday plus Zopa bank holidays
- 2 volunteer days a year
- Employee Assistance Programme
- Life Assurance
- Private healthcare from Vitality
- Great deals on Zopa products
- Season ticket loans
- Discretionary unpaid leave
- Games room, meditation room, subsidised yoga classes, football league and more
Company values
- Champion our customers - Whatever your role, you’ll be close to our customers. We care passionately about doing the best for them.
- Help us make 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.
- Walk the talk - Like us, 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.
- Be 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.
Company HQ
London, UK
Articles
Leadership
Giles Andrews OBE
(Board Member)Independent Non Executive Director at C. Hoare & Co., and at the Bank of Ireland. Chairman of carwow. Board Member at the Innovate Finance FinTech Strategy Group. Previously founded Caverdale Group.
Jaidev
(CEO, not founder)Promoted from within Zopa, previously COO. 12 years of experience at Capital One, including Chief Marketing Officer for UK.
Diversity, Equity & Inclusion at Zopa
Jamie Ferguson (Talent Acquisition Advisor)
- 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 90 days a year!
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