Customer Service Specialist

Customer Service Specialist

Customer Service Specialists provide first‑call resolution and exceptional experience across all banking channels in a dynamic, customer‑centric environment.

• 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, resolving complex queries on the first call.
• Investigate customer queries accurately, raise issues with relevant parties, and elevate where needed.
• Ensure service levels and customer demand are met to a high standard and within the agreed SLA.
• Participate in initiatives that improve 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, consistently delivering good outcomes.

• 37.5 hours per week, 5 days out of 7: 7.5‑hour shifts Monday‑Friday, 8 am‑8 pm.
• One weekend a month, 9 am‑5:30 pm.
• Hybrid role – office Monday‑Wednesday; flexible from abroad up to 120 days per year if you have the right to work in the country.
• Bank holidays are covered with time‑off in lieu.

• Customer service experience within financial services or banking.
• Exceptional service across telephony, chat, and email in a fast‑paced contact centre.
• Excellent communication skills and ability to work as part of a team.
• High levels of accuracy.
• Adaptability and ability to manage changing priorities and customer demand.
• High motivation and commitment to success for both yourself and the customer.
• Goal‑oriented, able to meet company objectives.
• Proactive, with initiative to create frictionless customer journeys.
• Ownership of each customer interaction, delivering best end‑to‑end experience.
• Expertise in digital communications, helping customers use their own device, online banking, and the mobile app.

Zopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives and backgrounds leads to better products and a unique culture. We welcome applicants from all backgrounds and support reasonable adjustments throughout the hiring process.