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- 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: Experience in customer service, excellent communication skills, and a proactive attitude.
The predicted salary is between 30000 - 40000 ÂŁ 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. We host a DE&I forum and welcome all to bring their full selves to work. Reasonable adjustments can be requested during the hiring process. We may use AI tools to support parts of the recruitment process, but final hiring decisions are made by humans.
Customer Service Specialist in Manchester employer: Augmentum Fintech
Contact Detail:
Augmentum Fintech Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Specialist in Manchester
✨Tip Number 1
Get to know the company inside out! Before your interview, check out Zopa's website and social media. Understand their values and what makes them tick. This way, you can show how your customer service skills align with their mission.
✨Tip Number 2
Practice makes perfect! Role-play common customer service scenarios with a friend or family member. This will help you feel more confident when handling tricky questions during the interview, especially around resolving complex queries.
✨Tip Number 3
Be ready to share your success stories! Think of specific examples where you've delivered exceptional customer service or resolved issues on the first call. These anecdotes will make you stand out and show that you're goal-oriented and proactive.
✨Tip Number 4
Don’t forget to ask questions! At the end of your interview, have a few thoughtful questions prepared about the role or team dynamics. This shows your interest in the position and helps you gauge if Zopa is the right fit for you.
We think you need these skills to ace Customer Service Specialist in Manchester
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Service Specialist role. Highlight your experience in financial services and how you've delivered exceptional customer service in previous roles. We want to see how you can bring your unique skills to our team!
Showcase Your Communication Skills: Since this role involves interacting with customers via phone, chat, and email, it's crucial to demonstrate your excellent communication skills. Use clear and concise language in your application, and maybe even share a brief example of how you've resolved a complex query in the past.
Emphasise Teamwork and Adaptability: We're all about collaboration at Zopa, so make sure to mention any experiences where you've worked as part of a team. Also, highlight your ability to adapt to changing priorities, as this is key in a fast-paced environment like ours.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you're proactive and keen to join our fantastic team!
How to prepare for a job interview at Augmentum Fintech
✨Know Your Customer Service Stuff
Make sure you brush up on your customer service skills, especially in the financial sector. Familiarise yourself with common banking products and services, as well as typical customer queries. This will help you demonstrate your expertise and show that you can handle complex issues right from the first call.
✨Practice Active Listening
During the interview, showcase your ability to listen actively. This means not just hearing what the interviewer says but also responding thoughtfully. You might want to practice summarising their points or asking clarifying questions. This will highlight your communication skills and your commitment to understanding customer needs.
✨Show Off Your Team Spirit
Zopa values collaboration, so be ready to discuss how you've worked effectively in a team before. Think of examples where you advocated for customers or improved processes alongside colleagues. This will illustrate your ability to work well with others and contribute positively to the company culture.
✨Be Ready for Scenario Questions
Prepare for situational questions that test your problem-solving skills. Think about how you would handle specific customer scenarios, especially those that require quick thinking and adaptability. Practising these responses will help you feel more confident and show that you're goal-oriented and proactive in delivering great customer experiences.