About the Role
The Customer Service Specialist is a customer‑centric team member who ensures an exceptional customer experience by resolving queries on the first call and providing personalized support across multiple channels.
Working Pattern
37.5 hours per week, 5 days a week with 7.5‑hour shifts between 8 am‑8 pm Monday‑Friday, and one weekend shift per month (9 am‑5:30 pm). Hybrid role: office Monday‑Wednesday, remote otherwise.
Day In The Life (Key Responsibilities)
- Answer high volume calls and interact via live chat and email.
- Respond to day‑to‑day banking needs across products and services, resolving issues on the first call.
- Investigate customer queries, raise with relevant parties, and escalates when necessary.
- Meet service level agreement targets to ensure timely resolution.
- Participate in initiatives that improve customer service processes.
- Liaise with other teams to advocate on behalf of customers.
- Listen to customer circumstances to provide personalised solutions and consistently deliver good outcomes.
Qualifications & Skills
- Experience in customer service within financial services or banking.
- Exceptional communication skills and ability to work as part of a team.
- High accuracy and adaptability to shifting priorities.
- Goal‑oriented with a commitment to achieve success for both the customer and the business.
- Proactive and able to create frictionless customer journeys.
- Ownership of customer experience across end‑to‑end interactions.
- Expertise in digital comms, using customers’ own devices or online banking/mobile app.
Benefits & Working Conditions
Hybrid work model with up to 120 days remote and optional work from abroad (subject to right to work in country of choice).
Work‑life balance and flexible working; office is dog friendly. Time‑off in lieu for bank holidays.
Diversity & Inclusion
Zopa celebrates diversity, embraces DE&I, and supports reasonable adjustments. AI tools are used during hiring; final decisions are made by humans.
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