At a Glance
- Tasks: Build relationships with customers and handle queries via email, chat, and calls.
- Company: Join Zopa, a diverse and inclusive company focused on customer care.
- Benefits: Flexible hours, remote work options, and the chance to work abroad for 120 days a year.
- Other info: Dynamic role with opportunities for personal growth and a supportive team environment.
- Why this job: Make a real difference in customers' lives while developing your communication skills.
- Qualifications: Experience in customer service, strong communication skills, and a calm approach to conflict.
The predicted salary is between 30000 - 40000 £ per year.
A hybrid position with one day per week in the London office. Shifts run Monday to Friday with varying times: 08:00‑16:30, 09:00‑17:30, 10:00‑18:30, 11:30‑20:00.
Responsibilities
- Build and maintain one-to-one relationships with customers.
- Complete customer reviews via email, live chat, and outbound dialing.
- Receive inbound calls from customers and internal teams regarding queries, complex cases, and bespoke arrangements.
- Respond to customer and third‑party emails within a 3‑day SLA.
- Make evidence‑based decisions and propose suitable customer outcomes.
- Handle administrative tasks related to correspondence from third parties such as debt management companies, insolvency practitioners, and Phillips & Cohen.
- Complete and review income and expenditure forms to agree realistic repayment plans based on borrower affordability.
- Signpost customers facing financial difficulties to not‑for‑profit debt agencies.
- Signpost vulnerable customers to non‑profit charities such as Samaritans.
Qualifications
- Previous experience in a customer‑focused environment, preferably in a call‑centre or collections role.
- Ability to remain calm in conflict and manage difficult conversations.
- Effective communication of complex issues in a concise, straightforward manner.
- Commitment to delivering high‑quality service.
- Knowledge of FCA regulations, GDPR, and FG21.1 regulation.
- Excellent oral and written communication skills across digital platforms.
- Confidence using Microsoft Office applications such as Outlook, Excel, and Word.
- Excellent team player who can also work independently and adapt well to change.
- Compassionate, logical, and objective; able to follow through on difficult decisions.
Additional Information
The role works with all operational areas and oversees vulnerable customers across all products, including UPL, Credit Card, and Auto. Working conditions include the option to work from abroad for up to 120 days a year and flexible hours. The position is subject to the right to work in the country of choice.
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. The DE&I forum welcomes Zopians who wish to make a difference and we are committed to reasonable adjustments during the hiring process.
Remote Customer Care Team Specialist (Hybrid) in Reading employer: Zopa Ltd
Zopa is an exceptional employer that prioritises employee well-being and growth, offering a hybrid work model with the flexibility to work from abroad for up to 120 days a year. Our inclusive culture fosters diversity and encourages personal development, ensuring that every team member feels valued and empowered to make a meaningful impact in customer care. With a commitment to high-quality service and support for vulnerable customers, Zopa provides a rewarding environment for those looking to thrive in a compassionate and dynamic workplace.
StudySmarter Expert Advice🤫
We think this is how you could land Remote Customer Care Team Specialist (Hybrid) in Reading
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Zopa Ltd. 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 Ltd 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 Remote Customer Care Team Specialist (Hybrid) in Reading
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 Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Zopa Ltd 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 Ltd!
How to prepare for a job interview at Zopa Ltd
✨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.
