Customer Service Specialist

We started our journey back in 2005, building the first ever peer‑to‑peer lending company. Fast forward to 2020 and we launched Zopa Bank, a bank that listens to what our customers don’t like about finance and does the opposite. We’re redefining what it feels like to work in finance and have empowered a culture where everyone can aim high and move finance forward. Find out more about our fantastic offerings at Zopa.com.

Location: Manchester, UK.
Work arrangement: Hybrid. 7 days Monday–Friday; 37.5 hours per week in 7.5 hour shifts between 8 am and 8 pm, with one weekend a month (9 am–5:30 pm). 3 days a week in the Manchester office (WeWork, Dalton Place, 29 John Dalton Street, M2 6WF).

About the role

Customer Service Specialist – your focus will be on delivering exceptional customer experience across telephony, live‑chat and email, ensuring first‑call resolution, and collaborating with internal teams to advocate on behalf of customers.

A day in the life

• 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, resolve complex queries on the first call.
• Investigate customer queries accurately, raise with relevant parties, and escalations where needed.
• Maintain service and customer demand to high standards within SLAs.
• Participate in initiatives that improve customer service processes.
• Liaise closely with other teams to advocate for customers.
• Listen to customers’ personal circumstances to provide personalised solutions and deliver positive outcomes.

About you

• Customer‑service experience within financial services or banking.
• Exceptional customer service across the channels of telephony, chat and email in a fast‑paced contact centre.
• Excellent communication skills and ability to work as part of a team.
• High accuracy and attention to detail.
• Adaptability to meet changing priorities and customer demand.
• Highly motivated and committed to success for both you and the customer.
• Goal‑orientated, able to meet company objectives.
• Proactive, initiative‑driven with friction‑less customer journeys.
• Ownership of each customer interaction and end‑to‑end experience.
• Expertise in digital communications, helping customers use their own device, online banking or mobile app.

Working from abroad

Optionally work from abroad for up to 120 days a year subject to having the right to work in the country of choice.

Diversity Statement

Zopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives and backgrounds leads to better products for our customers and a unique company culture. We host a DE&I forum and welcome all to bring their full selves to work. Reasonable adjustments can be requested during the hiring process. We may use AI tools to support parts of the recruitment process, but final hiring decisions are made by humans.

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