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- Tasks: Support vulnerable customers with tailored solutions and guidance in a friendly team.
- Company: Join Zopa Bank, a pioneer in redefining finance with a customer-first approach.
- Benefits: Enjoy hybrid working, flexible hours, and the option to work abroad for 120 days a year.
- Other info: Diverse and inclusive workplace with excellent career growth opportunities.
- Why this job: Make a real difference in people's lives while developing your customer service skills.
- Qualifications: Experience in customer service, strong communication skills, and a compassionate approach.
The predicted salary is between 30000 - 42000 £ per year.
Join to apply for the Customer Care Team Specialist (Hybrid) role at Zopa Bank. 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.
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. 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 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.
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.
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.
Customer Care Specialist - Vulnerable Customers (Hybrid) in City of London employer: Zopa Bank
Contact Detail:
Zopa Bank Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Specialist - Vulnerable Customers (Hybrid) in City of London
✨Tip Number 1
Get to know Zopa Bank! Familiarise yourself with their values and mission. When you understand what they stand for, you can tailor your conversations to show how you fit into their vision of putting customers first.
✨Tip Number 2
Practice those tricky conversations! Since this role involves handling vulnerable customers, role-play with a friend or family member to get comfortable discussing sensitive topics. The more you practice, the more confident you'll feel during the real deal.
✨Tip Number 3
Show off your communication skills! Whether it’s through video calls or in-person chats, make sure you articulate your thoughts clearly and concisely. Remember, it’s all about making complex issues easy to understand for the customer.
✨Tip Number 4
Don’t forget to highlight your teamwork! Zopa values collaboration, so share examples of how you've worked well in teams before. This will show that you’re not just a lone wolf but someone who thrives in a supportive environment.
We think you need these skills to ace Customer Care Specialist - Vulnerable Customers (Hybrid) in City of London
Some tips for your application 🫡
Show Your Passion for Customers: When writing your application, let your passion for helping customers shine through. Share specific examples of how you've gone above and beyond to support customers in previous roles. We want to see that you truly care about making a difference!
Be Clear and Concise: We love a well-structured application! Make sure your written responses are clear and to the point. Avoid jargon and complex language; instead, communicate your ideas simply and effectively, just like you would with a customer.
Highlight Relevant Experience: Tailor your application to showcase your experience in customer service, especially in handling difficult conversations. Mention any specific skills or knowledge related to FCA regulations or GDPR that you possess, as these are super important for us.
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 keen on joining our fantastic team at Zopa!
How to prepare for a job interview at Zopa Bank
✨Know Your Stuff
Before the interview, make sure you understand Zopa's mission and values. Familiarise yourself with their approach to customer care, especially for vulnerable customers. This will help you align your answers with what they’re looking for.
✨Showcase Your Experience
Prepare specific examples from your past roles where you've handled difficult conversations or complex customer cases. Highlight how you managed these situations and the positive outcomes that resulted. This will demonstrate your capability in a customer-focused environment.
✨Practice Active Listening
During the interview, practice active listening. Make sure to fully understand the questions being asked before responding. This shows that you value communication and are capable of handling sensitive discussions, which is crucial for this role.
✨Ask Thoughtful Questions
At the end of the interview, don’t forget to ask insightful questions about the team dynamics or how Zopa supports its employees in dealing with challenging customer interactions. This shows your genuine interest in the role and the company culture.