Customer Service Specialist

Customer Service Specialist

As a Customer Service Specialist you will be customer‑centric, a strong team player, and take ownership of every customer interaction, ensuring high‑quality, first‑call resolution across call, chat and email channels.

• 37.5 hours per week – 5 days out of 7.
• 7.5‑hour shifts between 8:00 am and 8:00 pm, Monday to Friday.
• One weekend per month, 9:00 am to 5:30 pm.
• Hybrid role – office Monday to Wednesday in Manchester (WeWork, Dalton Place, 29 John Dalton Street, M2 6WF
  ).
• Some bank holidays and occasional remote work up to 120 days a year subject to legal right to work.

• 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, providing timely resolution on the first call.
• Accurately investigate customer queries, escalating to the relevant parties where necessary.
• Ensure service and customer demand are met to a high standard within agreed SLA timelines.
• 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.

• Customer service experience within financial services or banking.
• Exceptional customer service across telephony, chat and email in a fast‑paced, busy contact centre.
• Excellent communication skills and ability to work well in a team.
• High level of accuracy and attention to detail.
• Adaptable with the ability to meet shifting priorities and customer demand.
• Highly motivated, goal‑oriented, and committed to delivering customer success.
• Proactive with initiative to create frictionless customer journeys.
• Ownership mindset – deliver the best end‑to‑end experience for each customer.
• Expertise in digital communication, assisting customers using online banking and the mobile app.

• Hybrid working model and flexible working days.
• Dog‑friendly office environment.
• Option to work abroad for up to 120 days a year, subject to permission to work in the chosen country.

Zopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives and backgrounds drives better products for our customers and creates a unique company culture. We are made up of nearly 50 nationalities and have a DE&I forum that welcomes Zopians who want to make a difference. Our approach to DE&I is reflected in our hiring process, and we accommodate reasonable adjustments as needed.