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For Companies At a Glance
- Tasks: Support customer service teams and resolve complex queries in a fast-paced environment.
- Company: Join Zopa, a pioneering bank redefining finance with a customer-first approach since 2005.
- Benefits: Enjoy hybrid work options, flexible hours, and the chance to work abroad for up to 120 days a year!
- Why this job: Be part of a dynamic team that values innovation and empowers you to make a real impact.
- Qualifications: Experience in customer service, strong communication skills, and a proactive mindset are essential.
- Other info: Work in a diverse environment with opportunities for personal growth and development.
The predicted salary is between 30000 - 42000 £ per year.
Customer Service Specialist – Point of Sale (Hybrid)
Customer Service Specialist – Point of Sale (Hybrid)
Customer Service Specialist – Point of Sale (Hybrid)
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. Want to see us in action? Follow us on Instagram @zopalife
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.
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 Hours:
Full-time, 37.5 hours per week (Monday to Friday)
Shifts: 8am-4pm or 10am-6pm (Rota)
Weekends:
1 in 4 weekends required (Saturday: 8am-4:30pm)
A weekday off will be given when you work a Saturday
Location:
Based in Manchester
Office attendance: 3 days per week
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.
#LI-LH1
We\’re expanding!
From September 2025, Zopa will be opening a brand-new office in Manchester at WeWork, Dalton Place, 29 John Dalton Street, M2 6WF.
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 2-3 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.
*Subject to having 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. 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.
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Customer Service Specialist - Point of Sale (Hybrid) | Manchester, UK employer: Zopa
Contact Detail:
Zopa Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Specialist - Point of Sale (Hybrid) | Manchester, UK
✨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 own values match 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
Showcase your adaptability by discussing how you've thrived in fast-paced environments. Zopa values proactive individuals, so share instances where you've identified and implemented improvements in service delivery.
We think you need these skills to ace Customer Service Specialist - Point of Sale (Hybrid) | Manchester, UK
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, especially in fast-paced environments. Emphasise any specific skills related to telephony, chat, and social platforms, as well as your ability to handle complex queries.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for Zopa and the role of Customer Service Specialist. Mention how your values align with their mission to redefine banking and provide examples of how you've delivered exceptional customer service in the past.
Showcase Your Skills: Highlight your organisational skills and attention to detail in your application. Provide specific examples of how you've managed multiple priorities effectively and contributed to improving customer experiences in previous roles.
Research Zopa: Familiarise yourself with Zopa's products and services, particularly in the Point of Sale area. Understanding their approach to customer service will help you tailor your application and demonstrate your genuine interest in the company.
How to prepare for a job interview at Zopa
✨Understand Zopa's Vision
Before your interview, take some time to research Zopa's mission and values. Understanding their commitment to customer-centric banking will help you align your answers with their goals and demonstrate that you're a good fit for their culture.
✨Showcase Your Customer Service Skills
Prepare specific examples from your past experiences where you've successfully resolved customer queries or improved service delivery. Highlight your ability to handle complex issues and your proactive approach to customer satisfaction.
✨Familiarise Yourself with Financial Products
Since the role involves Point of Sale systems and banking products, brush up on your knowledge of these areas. Being able to discuss relevant products confidently will show your preparedness and interest in the role.
✨Demonstrate Adaptability
Zopa operates in a fast-paced environment, so be ready to discuss how you've adapted to change in previous roles. Share examples that illustrate your ability to multitask and manage competing priorities effectively.