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Client Support Advisor

2 months ago

Newcastle under Lyme, Staffordshire, United Kingdom Zopa Full time
Welcome to Zopa. In early 2023, Zopa Bank expanded its horizons by acquiring Divide Buy, a leading platform in the Buy Now Pay Later (BNPL) sector. As part of the Zopa Group, we are innovating in the BNPL space, merging technology with financial services to facilitate instant decisions and seamless consumer experiences, all while ensuring consumer protection, credit assessments, and the safeguards of a regulated banking environment. We are on a significant growth trajectory, leveraging our top-tier Point of Sale technology alongside the trust and market-leading credit capabilities of one of the UK's foremost consumer lenders. Our unique market position, coupled with ambitious growth plans for the coming years, makes this role essential in driving our expansion. Join us as we enter this exciting new phase, combining the strengths of both Zopa and Divide Buy to develop advanced financial solutions that genuinely benefit our customers. Key Information:
  • Comprehensive training and support on our products and systems will be provided – you will be fully operational within two weeks.
  • Clear pathways for career advancement, with numerous successful examples of team members transitioning into new roles across our organization.
  • After 6-12 months, we encourage you to explore specialization in areas such as Fraud, Collections, Risk, etc.
  • Conveniently located with excellent local transport links and complimentary parking available.
  • Hybrid working model: 3 days in the office and 2 days remote work.
  • A vibrant and sociable team with regular company-wide social events.

Daily Responsibilities:

  • Addressing customer inquiries primarily through live chat, with email and phone support as needed.
  • Investigating and resolving customer issues.
  • Managing orders, including placement and modifications.
  • Updating customer accounts.
  • Committing to delivering an exceptional customer experience.
  • Supporting the broader business operations.
  • Identifying and escalating any challenges.
  • Ensuring adherence to industry regulations.

About You:

  • A strong and empathetic communicator, dedicated to providing a seamless service to customers.
  • Well-organized, capable of managing multiple online interactions.
  • Proficient in Microsoft Office and Teams.
  • A collaborative team player.
  • Courteous and professional demeanor.
  • Excellent interpersonal skills with the confidence to engage with colleagues at all levels.
  • Positive, proactive attitude and willing to assist the business as needed.
Work Schedule: You will work 5 days a week, totaling hours. Monday - Thursday: Early shift: 8 am to 4:30 pm; Late shift: 9:30 am to 6 pm. Friday: Early shift: 8 am to 2 pm; Mid shift: 10 am to 4 pm; Late shift: 12 pm to 6 pm. Weekend work will be required once every four weeks from 8 am to 4:30 pm, with corresponding weekdays off. Flexible Working Options: At Zopa, we value flexible working arrangements. We recognize the benefits of in-person collaboration and the importance of maintaining a healthy work-life balance. Our teams operate in a hybrid manner, utilizing our dynamic UK offices and the comfort of their homes, in a way that suits both the team and the nature of their work. Additionally, you will have the opportunity to work from abroad for up to 120 days each year, provided you have the right to work in your chosen country. Commitment to Diversity: Zopa is dedicated to fostering a workplace free from discrimination. We believe that diverse experiences, perspectives, and backgrounds lead to superior products for our customers and a distinctive company culture for our employees. Our team comprises nearly 50 nationalities, and we have a DE&I forum made up of Zopians committed to making a difference. We take pride in our culture where everyone can bring their authentic selves to work. Our approach to diversity, equity, and inclusion is reflected in our hiring practices, so please inform us if you require any reasonable adjustments.