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- Tasks: Support customer service teams and resolve complex queries in a fast-paced environment.
- Company: Zopa Bank is redefining finance with a customer-first approach since 2005.
- Benefits: Enjoy hybrid working, flexible hours, and the option to work abroad for up to 120 days a year!
- Why this job: Join a top UK workplace and make a real impact in customer experience.
- Qualifications: Strong customer service skills and proficiency in Microsoft Office are essential.
- Other info: Diversity is key at Zopa; we celebrate unique backgrounds and perspectives.
The predicted salary is between 28800 - 43200 £ per year.
Our StoryWe 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. Want to see us in action? Follow us on Instagram @zopalife.
The RoleAs a Customer Service Specialist within our point of sale team, 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.
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.
Working HoursFull-time, 37.5 hours per week (Monday to Friday)
Shifts: 8am–4pm or 10am–6pm (Rota)
WeekendsOne in three weekends required (Saturday: 8am–4:30pm)
A weekday off will be given when you work a Saturday.
LocationBased in Manchester
Office attendance: 3 days per week. You will be required to work some bank holidays each year, for which you will receive time off in lieu.
A Day In The Life
Handle a high volume of inbound and outbound customer interactions via phone, chat, and email.
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.
About You
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.
Flexible Ways of WorkingAt 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. (WeWork, Dalton Place, 29 John Dalton Street, M2 6WF) (This office is dog friendly) You will 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.
Subject to having the right to work in the country of choice.
Diversity StatementZopa 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.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgement. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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Customer Service Specialist - Point of Sale (Hybrid) employer: Zopa Bank
Contact Detail:
Zopa Bank Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Specialist - Point of Sale (Hybrid)
✨Tip Number 1
Familiarise yourself with Zopa's values and mission. Understanding their customer-centric approach will help you align your responses during interviews, showcasing how your personal values resonate with theirs.
✨Tip Number 2
Brush up on your knowledge of Point of Sale systems and Buy Now Pay Later products. Being able to discuss these topics confidently will demonstrate your industry awareness and readiness for the role.
✨Tip Number 3
Prepare examples from your past experiences that highlight your ability to handle complex customer queries. Use the STAR method (Situation, Task, Action, Result) to structure your answers effectively.
✨Tip Number 4
Network with current or former Zopa employees on platforms like LinkedIn. Gaining insights from their experiences can provide you with valuable information about the company culture and expectations.
We think you need these skills to ace Customer Service Specialist - Point of Sale (Hybrid)
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Customer Service Specialist position at Zopa Bank. Understand the key responsibilities and required skills, such as multitasking, customer service focus, and familiarity with Point of Sale systems.
Tailor Your CV: Customise your CV to highlight relevant experience in customer service, especially in fast-paced environments. Emphasise any experience you have with telephony, chat, or social platforms, and ensure your skills align with those mentioned in the job description.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of Zopa's mission. Mention specific examples from your past experiences that demonstrate your ability to handle complex queries and provide tailored solutions.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects attention to detail, which is crucial for a role that requires high-quality output.
How to prepare for a job interview at Zopa Bank
✨Understand Zopa's Vision
Before your interview, take some time to research Zopa Bank and its mission. Familiarise yourself with their approach to customer service and how they aim to redefine banking. This will help you align your answers with their values and demonstrate your genuine interest in the company.
✨Showcase Your Customer Service Skills
Prepare specific examples from your past experiences that highlight your customer service skills. Focus on situations where you resolved complex queries or improved customer satisfaction. This will show that you have the practical experience needed for the role.
✨Demonstrate Multitasking Abilities
Since the role requires managing multiple priorities, be ready to discuss how you've successfully handled various tasks simultaneously in previous jobs. Use examples that illustrate your organisational skills and ability to thrive in a fast-paced environment.
✨Ask Insightful Questions
At the end of the interview, ask thoughtful questions about the team dynamics, the tools used for customer service, or Zopa's future plans. This not only shows your enthusiasm for the role but also helps you gauge if the company culture is the right fit for you.