Customer Service Specialist

2 months ago

NewcastleunderLyme, United Kingdom Zopa Full time
Hello there. We’re Zopa. Early in 2023 Zopa Bank acquired Divide Buy, a market leading BNPL platform. Now part of Zopa Group, we’re creating BNPL , the offering will combine technology and fintech innovation to enable instant decisions and fully integrated consumer journeys with consumer protection, credit checks and safeguards of a regulated bank. We're on on a step-change growth trajectory. Alongside our best-in-class POS tech solution we have the scale, trust, and market-leading credit capabilities of one of the UK’s top consumer lenders. We are uniquely positioned in the market with rapid growth and bold ambitions for the next three years where this role will be pivotal in spearheading our growth. Join us as we embark on this new chapter, harnessing the strengths of both Zopa and Dividebuy to create cutting-edge financial solutions that truly benefit our customers.  What do you need to know? * Full training and support on our products and systems will be provided – you should be up and running in two weeks* Clear career progression frameworks, with several successful examples of agents moving into new roles across our business* After 6-12 months, we encourage you to start specialising in areas like Fraud, Collections, Risk, etc* We're well-connected with easy local travel links and free parking available* Hybrid working: 3 days per week in the office and 2 days working from home* Social and fun team with regular company-wide social meetups.

A day in the life:

Responding to customer queries primarily via live chat, and through emails and calls when required Investigating customer queries Administering orders, including order placement and amendments Updating customers' accounts Demonstrating a willingness to provide an excellent customer journey Providing support to the wider business Identifying and escalating any issues Ensuring compliance with industry standards.

About you:

A strong and empathetic communicator, offering customers a seamless service Organised, with the ability to manage various online chats Proficient in Microsoft Office/Teams A team player Polite and professional Possesses good interpersonal skills with the confidence to approach others at all levels within the business Positive, can-do attitude and willing to support the business where required. Shifts: You will work 5 days per week, totalling hours. Monday - Thursday: Early shift: 8 am to 4:30 pmLate shift: 9:30 am to 6 pm Friday: Early shift: 8 am to 2 pmMid shift: 10 am to 4 pmLate shift: 12 pm to 6 pmPlease note that you will be required to work one in four weekends from 8 am to 4:30 pm.If you work on the weekend, you will receive days off during the week. Flexible working? Yes please At Zopa we value flexible ways of working. We understand the benefits of face-to-face collaboration and the importance of a good work-life balance. Our teams work in a hybrid manner, from our vibrant UK offices and the comfort of their own homes, at a frequency that suits the team and the work they do. Not only that – 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.

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