Customer Service Specialist

• Join Zopa as a Customer Service Specialist, working hybrid from Manchester 3 days a week. • Act as the point of contact for complex queries from the front-line customer service team and manage escalations to stakeholders on the team's behalf. • Support the team and outsource partners in delivering the high standard of customer experience set across the bank. • Help customers across the full range of Zopa products, with a primary focus on Point of Sale. • Play a key role in ambitious plans to improve the customer offering and continuously enhance the experience. • Work 37.5 hours a week across five days, on shifts between 8am and 6pm with a rotational Saturday.

• Bring experience of delivering excellent customer service with a customer-focused mindset. • Show strong knowledge of Point of Sale servicing or experience working with a Buy Now, Pay Later product. • Manage your workload in a busy, pressurised and frequently changing environment. • Show a high level of accuracy and attention to detail. • Work on your own initiative and show a willingness to learn. • Plan and manage multiple workstreams with strong organisational skills. • Communicate clearly in writing and verbally, with excellent interpersonal skills. • Use Microsoft Office confidently, including Outlook, Word and Excel.

• Bring experience of working in a fast-paced operational environment within financial services. • Know industry regulations, including FCA rules and guidance. • Understand banking practices and have experience in a fintech environment. • Know Zopa's Customer Service processes and procedures. • Use phone, chat and social media platforms to deliver excellent customer service.

• Handle a high volume of inbound and outbound customer interactions by phone, chat and email. • Respond accurately to queries from agents. • Resolve customer queries across a range of banking products, primarily Point of Sale, at first contact or by following up until resolution. • Investigate complex issues and escalate them to the relevant teams when needed. • Maintain service quality and meet agreed service levels to ensure timely resolutions. • Work closely with internal teams to advocate for customers and improve service delivery. • Support continuous improvement initiatives across service processes and customer journeys. • Promote digital self-service tools and guide customers through mobile and online banking.

• Work a hybrid pattern, with 3 days a week in the Manchester office and the rest from home. • Work from abroad for up to 120 days a year, subject to having the right to work in the chosen country. • Receive a day off in the week when you work a rotational Saturday. • Receive time off in lieu for any bank holiday worked. • Get everything you need to thrive in your work and home life from day one. • Join a dog-friendly office at WeWork, Dalton Place in Manchester. • Be part of an inclusive culture of nearly 50 nationalities with an active DE&I forum.

Zopa started in 2005 as the first peer-to-peer lending company and launched Zopa Bank in 2020. It builds banking around what customers dislike about traditional finance and has been named in the UK's top three Most Loved Workplaces.