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For Companies At a Glance
- Tasks: Engage with customers via calls, chat, and email to resolve banking queries.
- Company: Zopa Bank is revolutionising finance by prioritising customer needs and experiences.
- Benefits: Enjoy hybrid working, flexible hours, and the option to work abroad for 120 days a year!
- Why this job: Join a top-rated workplace that values creativity, collaboration, and making a real impact.
- Qualifications: Strong communication skills and a passion for delivering exceptional customer service are essential.
- Other info: Be part of a diverse team in a vibrant new headquarters in Canary Wharf by 2025.
The predicted salary is between 28800 - 48000 £ per year.
Join to apply for the Customer Service Specialist (Hybrid) role at Zopa Bank
Join to apply for the Customer Service Specialist (Hybrid) role at Zopa Bank
Hello there. We’re Zopa.
We started our journey back in 2005, building the first ever peer-to-peer lending company. Fast forward to 2020 and we launched Zopa Bank. A bank that listens to what our customers don’t like about finance and does the opposite. We’re redefining what it feels like to work in finance. Our vision for a new era of banking puts people front and centre — we’ve built a business that empowers everyone to aim high, every day, to move finance forward. Find out more about our fantastic offerings at Zopa.com !
Our Story
Hello there. We’re Zopa.
We started our journey back in 2005, building the first ever peer-to-peer lending company. Fast forward to 2020 and we launched Zopa Bank. A bank that listens to what our customers don’t like about finance and does the opposite. We’re redefining what it feels like to work in finance. Our vision for a new era of banking puts people front and centre — we’ve built a business that empowers everyone to aim high, every day, to move finance forward. Find out more about our fantastic offerings at Zopa.com !
We’re incredibly proud of our achievements and none of it would be possible without the amazing team here. It’s not just industry awards we’re winning, we’ve also been named in the top three UK’s Most Loved Workplaces.
If you embrace unconventional challenges, are unafraid to think differently and are driven to make an outsized impact, you’ll thrive here at Zopa, so join us, and make it count. Want to see us in action? Follow us on Instagram @zopalife
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 on Tuesdays and Thursdays.
A Day In The Life
- Answer a high volume of calls and interact with customers over live chat and email
- Deal with their 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 escalate 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
About You
- 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
We\’re on the move!
Towards the end of 2025 Zopa will be relocating to a brand-new headquarters at 20 Water Street in Canary Wharf. The 44,000 square foot workspace will foster collaboration and inspire creativity for our 900 employees amidst our 2025 growth blitz.
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 London office 2-3 days a week.
You\’ll also have the option of working from abroad for up to 120 days a year!* But no matter where you are, we’ll make sure you’ve got everything you need to thrive, both in your work and home life, from day one.
- Subject to having the right to work in the country of choice
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 made up of Zopians wanting to make a difference 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.
Seniority level
-
Seniority level
Not Applicable
Employment type
-
Employment type
Full-time
Job function
-
Job function
Other
-
Industries
Financial Services, IT Services and IT Consulting, and Banking
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Customer Service Specialist (Hybrid) employer: Zopa Bank
Contact Detail:
Zopa Bank Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Specialist (Hybrid)
✨Tip Number 1
Familiarise yourself with Zopa's values and mission. Understanding their customer-centric approach will help you align your responses during interviews, showcasing how your personal values resonate with theirs.
✨Tip Number 2
Prepare to discuss specific examples of how you've delivered exceptional customer service in the past. Highlighting your ability to resolve issues on the first call will demonstrate your fit for the role.
✨Tip Number 3
Research common banking queries and challenges customers face. Being knowledgeable about these topics will allow you to engage in meaningful conversations and show your proactive approach to customer service.
✨Tip Number 4
Practice your communication skills, especially in digital formats like chat and email. Since the role involves various channels, being articulate and clear in your responses will set you apart from other candidates.
We think you need these skills to ace Customer Service Specialist (Hybrid)
Some tips for your application 🫡
Understand the Role: Read through the job description carefully to understand what Zopa Bank is looking for in a Customer Service Specialist. Highlight key responsibilities and required skills that resonate with your experience.
Tailor Your CV: Customise your CV to reflect the skills and experiences that align with the role. Emphasise your customer service experience, communication skills, and ability to work in a fast-paced environment.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of Zopa's mission. Use specific examples from your past experiences to demonstrate how you can contribute to their team.
Proofread Your Application: Before submitting, thoroughly proofread your application materials. Check for spelling and grammatical errors, and ensure that your documents are formatted neatly and professionally.
How to prepare for a job interview at Zopa Bank
✨Understand Zopa's Vision
Before the interview, take some time to research Zopa Bank and its mission. Understand how they aim to redefine banking by putting customers first. This will help you align your answers with their values during the interview.
✨Showcase Your Customer-Centric Approach
As a Customer Service Specialist, it's crucial to demonstrate your commitment to exceptional customer service. Prepare examples from your past experiences where you went above and beyond to resolve customer issues or improve their experience.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle difficult situations. Think of specific instances where you successfully resolved complex queries or improved processes, and be ready to discuss them in detail.
✨Highlight Your Adaptability
Given the fast-paced nature of the role, emphasise your adaptability and ability to manage changing priorities. Share examples of how you've successfully navigated shifts in workload or customer demands in previous roles.
