Customer Service Specialist, Zopa
More information about location
2 days a week in office
Financial solutions for borrowers and savers
Open for applications
Financial solutions for borrowers and savers
501-1000 employees
Open for applications
More information about location
2 days a week in office
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’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
- This is a hybrid role. The team works in the office on Tuesdays and Thursdays
- Answer a high volume of calls and interact with customers over live chat and email
- Deal with their 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
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
Many 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 13 rounds)
Feb 2023
$94.8m
LATE VC
Oct 2021
$278m
LATE VC
Total funding: $832m
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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