At a Glance
- Tasks: Deliver exceptional customer service via calls, live chat, and email.
- Company: Join Zopa, a pioneering bank redefining finance with a customer-first approach.
- Benefits: Hybrid work model, flexible hours, and the option to work abroad for 120 days a year.
- Other info: Diverse and inclusive workplace with opportunities for personal and professional growth.
- Why this job: Be part of a team that empowers customers and transforms their banking experience.
- Qualifications: Customer service experience in finance, excellent communication, and teamwork skills.
The predicted salary is between 30000 - 40000 £ per year.
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 and have empowered a culture where everyone can aim high and move finance forward. Find out more about our fantastic offerings at Zopa.com.
Location: Manchester, UK. Work arrangement: Hybrid. 7 days Monday–Friday; 37.5 hours per week in 7.5 hour shifts between 8 am and 8 pm, with one weekend a month (9 am–5:30 pm). 3 days a week in the Manchester office (WeWork, Dalton Place, 29 John Dalton Street, M2 6WF).
About the role
Customer Service Specialist – your focus will be on delivering exceptional customer experience across telephony, live‑chat and email, ensuring first‑call resolution, and collaborating with internal teams to advocate on behalf of customers.
A day in the life
- 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, resolve complex queries on the first call.
- Investigate customer queries accurately, raise with relevant parties, and escalations where needed.
- Maintain service and customer demand to high standards within SLAs.
- Participate in initiatives that improve customer service processes.
- Liaise closely with other teams to advocate for customers.
- Listen to customers’ personal circumstances to provide personalised solutions and deliver positive outcomes.
About you
- Customer‑service experience within financial services or banking.
- Exceptional customer service across the channels of telephony, chat and email in a fast‑paced contact centre.
- Excellent communication skills and ability to work as part of a team.
- High accuracy and attention to detail.
- Adaptability to meet changing priorities and customer demand.
- Highly motivated and committed to success for both you and the customer.
- Goal‑orientated, able to meet company objectives.
- Proactive, initiative‑driven with friction‑less customer journeys.
- Ownership of each customer interaction and end‑to‑end experience.
- Expertise in digital communications, helping customers use their own device, online banking or mobile app.
Working from abroad
Optionally work from abroad for up to 120 days a year 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.
Customer Service Specialist employer: Augmentum Fintech
At Zopa, we pride ourselves on being an innovative employer that champions a culture of empowerment and collaboration. Located in the vibrant city of Manchester, our hybrid work model offers flexibility while fostering a supportive environment where employees can thrive and grow. With a commitment to exceptional customer service and a focus on personal development, we provide our Customer Service Specialists with the tools and opportunities to make a meaningful impact in the financial sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Specialist
✨Tip Number 1
Get to know Zopa inside out! Familiarise yourself with their products and services, and understand their customer-centric approach. This will help you stand out in interviews and show that you're genuinely interested in being part of their mission.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with customers over the phone, chat, and email, make sure you can convey information clearly and confidently. Role-play common customer scenarios with a friend to sharpen your responses.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you resolved complex queries or improved customer service processes. Be ready to share these stories during your interview to demonstrate your proactive approach.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you're tech-savvy and comfortable with digital communications, which is key for a Customer Service Specialist at Zopa.
We think you need these skills to ace Customer Service Specialist
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Customer Service Specialist role. Highlight your experience in financial services and any specific achievements that showcase your exceptional customer service skills. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about delivering exceptional customer experiences. Share specific examples of how you've resolved complex queries or improved processes in previous roles.
Show Off Your Communication Skills:Since this role involves interacting with customers via phone, chat, and email, make sure your written application reflects your excellent communication skills. Keep it clear, concise, and professional – we love a good communicator!
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, you’ll get to explore more about what we do at Zopa!
How to prepare for a job interview at Augmentum Fintech
✨Know Your Stuff
Before the interview, make sure you understand Zopa's mission and values. Familiarise yourself with their products and services, especially how they differ from traditional banking. This will show that you're genuinely interested in the company and can relate to their customer-centric approach.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've delivered exceptional customer service. Think about situations where you resolved complex queries or turned a negative experience into a positive one. Be ready to discuss how you can apply these skills at Zopa.
✨Practice Active Listening
During the interview, demonstrate your active listening skills. This is crucial for a Customer Service Specialist role. Make sure to listen carefully to the interviewer's questions and respond thoughtfully. This will reflect your ability to understand customer needs and provide tailored solutions.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess how you'd handle specific customer interactions. Prepare by thinking through potential challenges you might face in the role and how you would address them. This will help you showcase your problem-solving abilities and adaptability.
