At a Glance
- Tasks: Support customers with complex cases and provide tailored solutions in a friendly team.
- Company: Join Zopa, a pioneering bank redefining finance with a people-first approach.
- Benefits: Enjoy flexible working, competitive salary, and the chance to work abroad for 120 days a year.
- Other info: Be part of a diverse team in a dynamic environment with great career growth opportunities.
- Why this job: Make a real impact by helping vulnerable customers and enhancing their banking experience.
- Qualifications: Experience in customer care and handling difficult conversations is essential.
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. 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.
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, including UPL, Credit Card, and Auto. 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 in 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 able to follow through on difficult decisions.
We're on the move! Towards the end of 2025 Zopa will be relocating to a brand-new headquarters at 20 Water Street in Canary Wharf. The 44,000 square foot workspace will foster collaboration and inspire creativity for our 900 employees amidst our 2025 growth blitz. 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.
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.
Remote Customer Care Team Specialist (Hybrid) in Swansea employer: Zopa
At Zopa, we pride ourselves on being a top employer that champions a supportive and inclusive work culture, where every team member is empowered to make a meaningful impact in the finance sector. With flexible working arrangements, including the opportunity to work from abroad for up to 120 days a year, and a commitment to employee growth, we ensure our staff thrive both personally and professionally. Our upcoming move to a state-of-the-art headquarters in Canary Wharf will further enhance collaboration and creativity, making Zopa an exciting place to build your career.
StudySmarter Expert Advice🤫
We think this is how you could land Remote Customer Care Team Specialist (Hybrid) in Swansea
✨Tip Number 1
Get to know Zopa! Dive into their website and social media to understand their culture and values. This will help you tailor your approach and show them you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since this role involves handling complex customer cases, brush up on your ability to convey empathy and clarity. Role-play with a friend or use online resources to simulate tough conversations.
✨Tip Number 3
Network like a pro! Connect with current or former Zopa employees on LinkedIn. Ask them about their experiences and any tips they might have for standing out in the application process. You never know who might give you a leg up!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re proactive and serious about joining the Zopa family. Don’t miss out!
We think you need these skills to ace Remote Customer Care Team Specialist (Hybrid) in Swansea
Some tips for your application 🫡
Show Your Passion for Customers:When writing your application, let your passion for customer care shine through. Share specific examples of how you've gone above and beyond to help customers in the past. We want to see that you truly care about making a difference!
Tailor Your Application:Make sure to customise your application to reflect the job description. Highlight your experience with complex cases and difficult conversations, as these are key aspects of the role. We love seeing candidates who take the time to connect their skills with what we’re looking for.
Be Clear and Concise:Keep your application clear and to the point. Use straightforward language and avoid jargon. We appreciate when candidates can communicate effectively, as this is crucial for the Customer Care role. Remember, clarity is key!
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’s super easy! Just follow the prompts and let us know why you’d be a great fit.
How to prepare for a job interview at Zopa
✨Know Zopa's Story
Before your interview, take some time to really understand Zopa's journey and values. Familiarise yourself with their mission to redefine finance and how they prioritise customer care. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Prepare for Customer Scenarios
Since this role involves handling complex customer cases, think of examples from your past experiences where you've successfully managed difficult conversations or provided bespoke solutions. Be ready to discuss these scenarios in detail, highlighting your problem-solving skills and empathy.
✨Showcase Your Communication Skills
As a Customer Care Team Specialist, communication is key. Practice articulating your thoughts clearly and concisely. You might be asked to demonstrate how you'd handle specific customer queries, so be prepared to showcase your ability to communicate effectively across different channels like email and live chat.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions that reflect your understanding of the role and the company. Inquire about the team dynamics, the types of challenges they face, or how success is measured in the Customer Care team. This shows you're engaged and thinking critically about how you can contribute.
