At a Glance
- Tasks: Support customers with complex cases and provide tailored solutions in a friendly team.
- Company: Join Zopa, a pioneering bank redefining finance with a people-first approach.
- Benefits: Enjoy flexible working, competitive pay, and the chance to work abroad for 120 days a year.
- Other info: Be part of a diverse team in a dynamic environment with excellent career growth opportunities.
- Why this job: Make a real impact by helping vulnerable customers navigate their financial challenges.
- Qualifications: Experience in customer service, strong communication skills, and a calm approach to conflict.
The predicted salary is between 28000 - 30000 £ per year.
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.
The Customer Care team is a specialised group within Zopa's highly recommended Specialist Operations. They assist with the most vulnerable and complex cases to support customer needs, maximise customer rehabilitation, and provide bespoke solutions, guidance, and professional help.
You will be joining a friendly and supportive team that works with all operational areas and oversees Zopa's vulnerable customers across all products, including UPL, Credit Card, and Auto. This core team are Zopa's elite Customer Champions and put the customer at the heart of everything we do by handling each case with the utmost care and consideration.
Are you interested in working across all operations and products? Do you have experience in handling difficult conversations? Are you passionate about customers and ensuring the right outcomes? Are you self-motivated and able to manage your own workload?
This is a hybrid role, with one day a week in the office.
Please note, you'll be required to work shifts from Monday to Friday:
- 08:00–16:30
- 09:00–17:30
- 10:00–18:30
- 11:30–20:00
A day in the life:
- Building and maintaining one-to-one (121) relationships with customers
- Completing customer reviews via preferred communication channels such as email, live chat, and outbound dialing
- Receiving inbound calls from customers and internal teams regarding queries, complex cases, and setting up bespoke arrangements
- Responding to customer and third-party emails within a 3-day SLA
- Reaching reasonable conclusions based on evidence provided and proposing suitable customer outcomes
- Handling administrative work related to correspondence from third parties such as debt management companies, insolvency practitioners, and Phillips & Cohen
- Completing and reviewing income and expenditure forms with the aim of agreeing realistic payment plans based on borrower affordability
- Signposting customers experiencing financial difficulties to not-for-profit debt agencies
- Signposting vulnerable customers to non-profit charities such as Samaritans
About you:
- You will have previous experience working in a customer-focused environment, ideally with telephone/call centre duties in a customer service or collections role.
- You must be able to deal calmly with conflict and handle the challenges of difficult conversations.
- You must be able to communicate complex issues in a concise and straightforward manner.
- You must demonstrate commitment to and pride in delivering high-quality service.
- You will be familiar with FCA regulations, GDPR, and FG21.1 regulation.
- You will have excellent oral and written communication skills, able to draft well-structured, clear responses across digital platforms.
- You must be confident using Microsoft Office applications such as Outlook, Excel, and Word.
- You will be an excellent team player who can also work independently and adapt well to change.
- You are compassionate, grounded, logical, and objective; able to follow through on difficult decisions.
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 one day 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.
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.
StudySmarter Expert Advice🤫
We think this is how you could land Remote Customer Care Team Specialist (Hybrid) in Belfast
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Grabjobs. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Grabjobs before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Remote Customer Care Team Specialist (Hybrid) in Belfast
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Grabjobs:Your cover letter is your chance to shine! Tell us why you want to work at Grabjobs specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Grabjobs!
How to prepare for a job interview at Grabjobs
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
