Remote Customer Care Team Specialist; Hybrid

About the Role

A hybrid position with one day per week in the London office. Shifts run Monday to Friday with varying times: 08:00‑16:30, 09:00‑17:30, 10:00‑18:30, 11:30‑20:00.

• Build and maintain one-to-one relationships with customers.
• Complete customer reviews via email, live chat, and outbound dialing.
• Receive inbound calls from customers and internal teams regarding queries, complex cases, and bespoke arrangements.
• Respond to customer and third‑party emails within a 3‑day SLA.
• Make evidence‑based decisions and propose suitable customer outcomes.
• Handle administrative tasks related to correspondence from third parties such as debt management companies, insolvency practitioners, and Phillips & Cohen.
• Complete and review income and expenditure forms to agree realistic repayment plans based on borrower affordability.
• Signpost customers facing financial difficulties to not‑for‑profit debt agencies.
• Signpost vulnerable customers to non‑profit charities such as Samaritans.

• Previous experience in a customer‑focused environment, preferably in a call‑centre or collections role.
• Ability to remain calm in conflict and manage difficult conversations.
• Effective communication of complex issues in a concise, straightforward manner.
• Commitment to delivering high‑quality service.
• Knowledge of FCA regulations, GDPR, and FG21.1 regulation.
• Excellent oral and written communication skills across digital platforms.
• Confidence using Microsoft Office applications such as Outlook, Excel, and Word.
• Excellent team player who can also work independently and adapt well to change.
• Compassionate, logical, and objective; able to follow through on difficult decisions.

The role works with all operational areas and oversees vulnerable customers across all products, including UPL, Credit Card, and Auto. Working conditions include the option to work from abroad for up to 120 days a year and flexible hours. The position is subject to 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. The DE&I forum welcomes Zopians who wish to make a difference and we are committed to reasonable adjustments during the hiring process.