FinTech

Posted 24 days ago

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Join Zopa's Point of Sale customer service team as a Customer Service Specialist. You will support the team and outsourced partners, handle complex queries from frontline staff, and escalate to relevant teams. You’ll manage a demanding workload to meet SLAs, contribute to improving customer experience, and promote digital self-service tools. The role is full-time, based in Manchester with hybrid office attendance (3 days/week) and weekend rotation.

Compensation: Not specified GBP
City: Manchester
Country: United Kingdom

Full Job Description

Our Story

Hello there. Were 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 dont like about finance and does the opposite. Were redefining what it feels like to work in finance. Our vision for a new era of banking puts people front and centre weve 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!

Were incredibly proud of our achievements and none of it would be possible without the amazing team here. Its not just industry awards were winning, weve also been named in the top three UKs Most Loved Workplaces.

If you embrace unconventional challenges, are unafraid to think differently and are driven to make an outsized impact, youll thrive here at Zopa, so join us, and make it count. Want to see us in action? Follow us on Instagram @zopalife

The role:

As 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 Hours:

Full-time, 37.5 hours per week (Monday to Friday)

Shifts: 8am4pm or 10am6pm (Rota)

Weekends:

One in three weekends required (Saturday: 8am4:30pm)

A weekday off will be given when you work a Saturday

Location:

Based 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.

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 3 days a week. (WeWork, Dalton Place, 29 John Dalton Street, M2 6WF) Please note this office is dog friendly so you might see some furry friends about!

You'll also have the option of working from abroad for up to 120 days a year!* But no matter where you are, well make sure youve 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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