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Customer Service Specialist

1 month ago

London, UK, United Kingdom Zopa Bank Full time

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.

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 on Tuesdays and Thursdays.

A day in the life:

• Answer a high volume of calls and interact with customers over live chat and email

• Deal with their day-to-day banking needs across a range of products and services, complex queries and provide a resolution on that first call

• Accurately investigate customer queries, raising with relevant parties, and escalate where needed

• Make sure service and customer demand is met to a high standard and within an agreed turn-around time - service level agreement (SLA)

• Participate in initiatives that help improve our customer service, processes, and procedures

• Liaise closely with other teams to advocate on behalf of customers

• Listen to customers personal circumstances to understand their requirements and provide personalised solutions where possible and consistently deliver good customer outcomes

About you:

• You’ll provide an exceptional customer service across a range of channels (telephony, chat, email) whilst working in a fast-paced busy contact centre

• You have excellent communication skills with the ability to work as part of a team

• You have the ability to maintain high levels of accuracy

• You are adaptable and have the ability to meet hanging priorities and customer demand

• You’re highly motivated and committed to achieve success for you and for the customer

• You are goal orientated and able to meet company goals to achieve important objectives

• You’re proactive and have the initiative to create frictionless customer journeys

• You take ownership for each customer, providing the best end to end experience to deliver the best customer outcome

• You are an expert in digital comms, embracing & assisting customers digitally using their own device or our online banking and mobile App