At a Glance
- Tasks: Support customer service teams and resolve complex banking queries.
- Company: Join Zopa, a pioneering bank redefining finance since 2005.
- Benefits: Enjoy hybrid work, flexible hours, and the chance to work abroad.
- Other info: Diversity and inclusion are core values; all backgrounds are welcome.
- Why this job: Be part of a mission-driven team focused on enhancing customer experiences.
- Qualifications: Strong communication skills and a customer-centric mindset are essential.
The predicted salary is between 28800 - 43200 £ per year.
Customer Service Specialist
As a Customer Service Specialist, you will undertake a range of tasks to support both the team and our outsourced partners, enabling them to deliver the high standards we set for customer experience within the bank. You will act as a point of contact for complex queries from the front-line customer service team and serve as an escalation point for stakeholders on behalf of the team.
- Resolve customer queries across a range of banking products and services (primarily Point of Sale) - often on first contact, or through follow-up until resolution.
- Investigate and follow up on complex issues, escalating to relevant teams when necessary.
- Maintain service quality and meet SLAs (service level agreements) to ensure timely resolution.
- Collaborate with internal teams to advocate for customers and enhance service delivery.
- Support continuous improvement initiatives across service processes and customer journeys.
- Provide tailored, empathetic solutions by understanding customers\' individual circumstances.
- Promote digital self-service tools and guide customers through mobile and online banking.
This role requires the ability to multitask and manage your own workload to ensure we remain focused on meeting the agreed service levels and quality standards set for the team. You will play a key role in the ambitious plans we have to enhance our customer offering, helping us to continuously improve the experience we deliver to our customers.
- Proven experience using telephony, chat, and social platforms to deliver exceptional customer service
- Strong customer service focus with a customer-centric mindset
- Comfortable working in fast-paced, high-pressure environments with frequent change
- Proactive in identifying and implementing more efficient ways of working
- High attention to detail, ensuring consistently accurate and high-quality output
- Self-motivated with a strong willingness to learn and take initiative
- Excellent organisational skills with the ability to manage multiple priorities effectively
- Strong written and verbal communication skills, coupled with confident interpersonal abilities
- Proficient in Microsoft Office applications (Outlook, Word, Excel)
- Desirable: Experience within the financial services industry
- Familiarity with FCA regulations and industry compliance requirements
- Exposure to banking operations and/or working within a FinTech environment
- Understanding of Point of Sale (POS) systems or Buy Now Pay Later (BNPL) products.
About Zopa
We\'re Zopa. Starting in 2005 as the first peer-to-peer lending company, we launched Zopa Bank in 2020. Our mission is to redefine banking by putting people first and empowering everyone to move finance forward. Learn more at Zopa.com.
We are proud to be recognized as one of the UK\'s Most Loved Workplaces. If you embrace challenges, think differently, and want to make an impact, join us. Our hybrid role requires coming to our Manchester office 2-3 days a week, with the option to work abroad up to 120 days a year. We support flexible working and a healthy work-life balance.
Zopa is committed to diversity and inclusion, fostering a workplace where everyone can bring their full self to work. We welcome applications from all backgrounds and are happy to provide reasonable adjustments during the hiring process.
#J-18808-LjbffrCustomer Service Specialist - Point of Sale (Hybrid) employer: Zopa Bank Limited
Zopa is an exceptional employer that prioritises employee well-being and professional growth, offering a hybrid work model that allows for flexibility and a healthy work-life balance. With a strong commitment to diversity and inclusion, Zopa fosters a supportive work culture where innovative thinking is encouraged, and employees are empowered to make a meaningful impact in the banking sector. Join us in our Manchester office and be part of a team that values your contributions while providing opportunities for continuous improvement and development.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Specialist - Point of Sale (Hybrid)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Zopa Bank Limited. 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 Zopa Bank Limited 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 Customer Service Specialist - Point of Sale (Hybrid)
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 Zopa Bank Limited:Your cover letter is your chance to shine! Tell us why you want to work at Zopa Bank Limited 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 Zopa Bank Limited!
How to prepare for a job interview at Zopa Bank Limited
✨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.
