Customer Service Specialist; Hybrid

Customer Service Specialist

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 Monday to Wednesday.

You will be required to work some bank holidays each year, for which you will receive time off in lieu.

• 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, complex queries and provide a resolution on that first call
• Accurately investigate customer queries, raising with relevant parties, and escalating 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

• You have customer service experience within financial services or banking
• 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

At Zopa we value flexible ways of working. We value face‑to‑face collaboration and a good work‑life balance. This hybrid role requires you to come to our Manchester office 3 days a week. You’ll also have the option of working from abroad for up to 120 days a year* – subject to having the right to work in the country of choice.

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 and have a DE&I forum of Zopians wanting to make a difference. Our approach to DE&I is reflected in our hiring process.

Please let us know if you require any reasonable adjustments.