Customer Service Specialist
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.
1. 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.
2. Investigate and follow up on complex issues, escalating to relevant teams when necessary.
3. Maintain service quality and meet SLAs (service level agreements) to ensure timely resolution.
4. Collaborate with internal teams to advocate for customers and enhance service delivery.
5. Support continuous improvement initiatives across service processes and customer journeys.
6. Provide tailored, empathetic solutions by understanding customers' individual circumstances.
7. Promote digital self-service tools and guide customers through mobile and online banking.
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.
* 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.
About Zopa
We're Zopa. Starting in 2005 as the first peer-to-peer lending company, we launched Zopa Bank in 2020. Our mission is to redefine banking by putting people first and empowering everyone to move finance forward. Learn more at Zopa.com.
We are proud to be recognized as one of the UK's Most Loved Workplaces. If you embrace challenges, think differently, and want to make an impact, join us. Our hybrid role requires coming to our Manchester office 2-3 days a week, with the option to work abroad up to 120 days a year. We support flexible working and a healthy work-life balance.
Zopa is committed to diversity and inclusion, fostering a workplace where everyone can bring their full self to work. We welcome applications from all backgrounds and are happy to provide reasonable adjustments during the hiring process.
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