Customer Service Specialist - Point of Sale (Hybrid) at zopa

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   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: 8am–4pm or 10am–6pm (Rota)   Weekends: One in three weekends required (Saturday: 8am–4:30pm) 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, we’ll make sure you’ve 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.    #LI-LH1