Customer Service Specialist

Customer Service Specialist

Responsibilities:

• 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, handle complex queries and provide a resolution on the first call.
• Accurately investigate customer queries, raising with relevant parties, and escalating where needed.
• Ensure service and customer demand is met to a high standard and within an agreed turn‑around time (SLA).
• Participate in initiatives that help 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.

Required schedule and location:

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 one weekend day each month, 9 am–5:30 pm. This hybrid role requires the office Monday‑Wednesday at 29 John Dalton Street, Manchester. You may also work from abroad for up to 120 days a year, subject to you having the right to work in that country.

About you:

• You have customer service experience within financial services or banking.
• You’ll provide exceptional customer service across a range of channels (telephony, chat, email) in a fast‑paced, busy contact centre.
• You have excellent communication skills and the ability to work as part of a team.
• You can maintain high levels of accuracy.
• You are adaptable and can meet pressing priorities and customer demand.
• You’re highly motivated and committed to achieve success for yourself and for the customer.
• You are goal‑orientated and able to meet company 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 outcome.
• You are an expert in digital communications, embracing and assisting customers digitally using their own device or our online banking and mobile app.

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 for our people. We are made up of nearly 50 nationalities, have a DE&I forum, and we are proud of our culture where everyone can bring their full self to work. Our approach to DE&I is reflected in our hiring process, so please let us know if you require any reasonable adjustments.