Zopa
FinTech
CustomerServiceSpecialist
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Customer Service Specialist at Zopa. Skills: Customer success, Customer relationships, Customer retention, Customer satisfaction, Value realization. Answer high volume of calls. Interact with customers over live chat”
What You'll Achieve.
Deliver exceptional customer experience; Deliver good customer outcomes
Industry & Context.
Identify opportunities to improve service; Make decisions to create exceptional customer experience; Investigate customer queries; Provide personalised solutions
Work in Manchester office 3 days a week, Work some bank holidays
What They're Looking For.
Must Have
Customer service experience in financial services, Customer service experience in banking, Work 5 days out of 7, Work 37.5 hours per week, Work 7.5 hour shifts, Work shifts between 8 am and 8 pm, Work one weekend a month, Work 9 am – 5:30 pm weekends, Work some bank holidays
Nice to Have
Experience in a busy contact centre, Ability to meet changing priorities, Ability to meet customer demand, Work from abroad up to 120 days
What You'll Do.
Answer high volume of calls
Interact with customers over live chat
Interact with customers over email
Respond to day-to-day banking needs
Respond to complex queries
Provide resolution on first call
Investigate customer queries accurately
Raise queries with relevant parties
Escalate queries where needed
Meet service and customer demand
Meet high standard of service
Meet agreed turn-around time
Participate in initiatives to improve customer service
Participate in initiatives to improve processes
Participate in initiatives to improve procedures
Liaise closely with other teams
Advocate on behalf of customers
Listen to customer circumstances
Understand customer requirements
Provide personalised solutions
Deliver good customer outcomes
Provide exceptional customer service
Assist customers digitally
Assist customers using own device
Assist customers using online banking
Assist customers using mobile App
How You'll Work.
Team & Collaboration
Work closely with other areas; Liaise closely with other teams
Communication Scope
Excellent communication skills
Full Job Description
## Description 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 are customer-centric and a strong team player, with a collaborative approach that ensures the customer is always at the heart of everything you do. You can identify opportunities to improve the service we offer and make decisions aimed at creating an exceptional customer experience every time. Delivering first-call resolution by working closely with other areas and taking ownership of each customer interaction is essential to this role. You will work 5 days out of 7, totalling 37.5 hours per week. The working pattern will consist of 7.5 hour shifts between 8 am and 8 pm, Monday to Friday, and you will work one weekend a month, 9 am – 5:30 pm. This is a hybrid role. The team works in the office Monday - Wednesday. 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 Answer a high volume of calls and interact with customers over live chat and email Res
Applying for this Customer Service Specialist role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on Lever
- Lever uses a streamlined one-page form — apply in under 5 minutes.
- LinkedIn import works well; review parsed data before submitting.
- The cover letter field is optional but visible to reviewers — use it to differentiate.
- Referral codes from employees can significantly boost visibility of your application.
ANONYMOUS · UNFILTERED
What do employees actually say about Zopa?
Real rants from real employees. Read before you apply.