Customer Service Specialist; Hybrid

Overview

We’re a digital banking company that launched Zopa Bank in 2020. We create products that challenge conventional finance and focus on people, both customers and employees.

• 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, including complex queries, and provide resolution on that first call.
• Investigate customer queries accurately, raising relevant parties and escalating where needed.
• Ensure service and customer demand is met to a high standard and within an agreed turnaround 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, provide personalised solutions where possible and consistently deliver good outcomes.

• Experience in customer service within financial services or banking.
• Exceptional customer service across telephony, chat, and email in a fast‑paced contact centre.
• Excellent communication skills and ability to work collaboratively as part of a team.
• Strong accuracy and attention to detail.
• Adaptable with the ability to manage competing priorities and meet customer demand.
• High motivation and commitment to success for both the customer and the company.
• Goal‑oriented and able to meet company objectives.
• Proactive, with initiative to create friction‑less customer journeys.
• Ownership of each customer interaction, delivering the best end‑to‑end experience.
• Expertise in digital communications, assisting customers using their own device or our online banking and mobile app.

5 days out of 7, 37.5 hours per week. 7.5‑hour shifts between 8 am and 8 pm, Monday to Friday, and one weekend a month from 9 am to 5:30 pm. Hybrid role – office Monday to Wednesday. Bank holidays may be required, with time off in lieu. Remote work option up to 120 days a year subject to having the right to work in the country of choice.

The role requires presence at the Manchester office 3 days a week (WeWork, Dalton Place, 29 John Dalton Street, M2 6WF
). The office supports flexible ways of working and work‑life balance.

Zopa is proud to offer a workplace free from discrimination. We celebrate experience, perspectives, and backgrounds, and aim to create a culture where everyone can bring their full selves to work. Please let us know if you require any reasonable adjustments.