Customer Service Specialist (Hybrid) in Manchester

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.

As a Customer Service Specialist, you are customer‑centric and a strong team player, with a collaborative approach that ensures the customer is always at the heart of everything you do. You can identify opportunities to improve the service we offer and make decisions aimed at creating an exceptional customer experience every time. Delivering first‑call resolution by working closely with other areas and taking ownership of each customer interaction is essential to this role. You will work 5 days out of 7, totalling 37.5 hours per week. The working pattern will consist of 7.5 hour shifts between 8 am and 8 pm, Monday to Friday, and you will work one weekend a month, 9 am – 5:30 pm. This is a hybrid role. The team works in the office Monday - Wednesday. You will be required to work on some bank holidays each year, for which you will receive time off in lieu.

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 escalating 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.

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 Manchester office 3 days 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.