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For Companies At a Glance
- Tasks: Provide exceptional customer service via calls, chat, and email in a fast-paced environment.
- Company: Join Zopa, a pioneering bank redefining finance with a people-first approach.
- Benefits: Enjoy a hybrid work model, competitive salary, and opportunities for personal growth.
- Why this job: Make a real impact by helping customers navigate their banking needs effectively.
- Qualifications: Strong communication skills and a passion for delivering excellent customer experiences.
- Other info: Be part of a top-rated workplace with a supportive and dynamic team culture.
The predicted salary is between 28800 - 48000 £ per year.
Overview
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.
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.
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 changing 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.
Customer Service Specialist (Hybrid) in Manchester employer: Manchester Digital
Contact Detail:
Manchester Digital Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Specialist (Hybrid) in Manchester
✨Tip Number 1
Get to know Zopa! Before your interview, dive into their website and social media. Understanding their values and services will help you connect with the team and show that you're genuinely interested in being part of 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 queries and demonstrate your problem-solving skills during the interview.
✨Tip Number 3
Show off your adaptability! Be ready to share examples of how you've successfully handled changing priorities or tough situations in the past. Zopa loves candidates who can think on their feet and provide personalised solutions.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a great way to reinforce your enthusiasm for the role and keep you top of mind for the hiring team.
We think you need these skills to ace Customer Service Specialist (Hybrid) in Manchester
Some tips for your application 🫡
Be Yourself: When you're writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to show us what makes you unique and how you can contribute to our team.
Tailor Your Application: Make sure to customise your application for the Customer Service Specialist role. Highlight your relevant experience and skills that align with our vision of providing exceptional customer service. Show us why you're the perfect fit!
Showcase Your Communication Skills: Since communication is key in this role, use your application to demonstrate your ability to convey information clearly and effectively. Whether it’s through your writing style or examples of past experiences, make it count!
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, you’ll get to explore more about what we do at Zopa!
How to prepare for a job interview at Manchester Digital
✨Know Zopa Inside Out
Before your interview, take some time to really understand Zopa's mission and values. Familiarise yourself with their products and services, especially how they aim to improve customer experiences in finance. This will show your genuine interest and help you connect your skills to their goals.
✨Showcase Your Communication Skills
As a Customer Service Specialist, communication is key. Prepare examples of how you've effectively communicated with customers in the past, whether over the phone, via chat, or email. Highlight any situations where you resolved complex queries or provided personalised solutions.
✨Demonstrate Adaptability
Zopa thrives on innovation and change, so be ready to discuss how you've adapted to shifting priorities in previous roles. Share specific instances where you successfully managed high-pressure situations or adjusted your approach to meet customer needs.
✨Emphasise Teamwork and Ownership
Zopa values collaboration and taking ownership of customer experiences. Be prepared to talk about how you've worked as part of a team to achieve common goals, and provide examples of times when you took initiative to enhance customer journeys.
