Customer Service Specialist

Zopa Bank

. Handle a high volume of inbound and outbound customer interactions by phone, chat and email .

Posted 11/6/2026full-timeManchester • United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in delivering exceptional customer service within the banking sector, with a strong focus on Point of Sale servicing and effective communication. Capable of managing complex queries and advocating for customer needs while supporting continuous improvement initiatives.

Highest-signal resume keywords

Customer Service ExcellencePoint Of Sale ServicingStrong Communication SkillsOrganizational SkillsAttention To Detail

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Point Of Sale ServicingCustomer Query ResolutionMicrosoft Office ProficiencyBanking Practices KnowledgeFCA Regulations Understanding

Soft Skills

EmpathyAdaptabilityInitiativeInterpersonal SkillsOrganizational Skills

Tools & Technologies

PhoneChat PlatformsSocial Media PlatformsDigital Self-Service Tools

Industry Keywords

Financial ServicesCustomer Service ProcessesContinuous ImprovementFast-Paced Operational EnvironmentFintech Experience

About the role

Key responsibilities & impact

Handle a high volume of inbound and outbound customer interactions by phone, chat and email
Respond accurately to queries from agents
Resolve customer queries across banking products and services, primarily Point of Sale, aiming for first-contact resolution or following up until resolved
Investigate and follow up on complex issues, escalating them to relevant teams when needed
Maintain service quality and meet agreed service levels for timely resolutions
Work closely with internal teams to advocate for customers and improve service delivery
Support continuous improvement initiatives across service processes and customer journeys
Listen to customers’ individual circumstances and offer tailored, empathetic solutions
Promote digital self-service tools and guide customers through mobile and online banking
Support the customer service team and outsource partners
Act as a point of contact for complex queries from the frontline customer service team
Manage escalations to stakeholders on the team’s behalf
Work 37.5 hours across five days per week on specified shifts

Requirements

What you’ll need

Experience delivering excellent customer service with a customer-focused mindset
Strong knowledge of Point of Sale servicing or experience working with a Buy Now, Pay Later product
Ability to adapt and manage workload in a busy, pressurised and frequently changing environment
High level of accuracy and attention to detail
Ability to work on own initiative and willingness to learn
Strong organisational skills and ability to manage multiple workstreams
Excellent written and verbal communication and interpersonal skills
Proficiency in Microsoft Office, including Outlook, Word and Excel
Experience working in a fast-paced operational environment within financial services is desirable
Ability to identify and adopt more efficient and effective ways of working is desirable
Working knowledge of industry regulations, including FCA rules and guidance, is desirable
Good understanding of banking practices and experience in a fintech environment is desirable
Working knowledge of Zopa’s Customer Service processes and procedures is desirable
Experience using phone, chat and social media platforms to deliver customer service is desirable

Benefits

Comp & perks

Hybrid working arrangement
Option to work from abroad for up to 120 days per year, subject to having the right to work in the country of choice
Day off during the week when working a Saturday
Time off in lieu for bank holidays worked
Dog-friendly Manchester office
Workplace free from discrimination
Reasonable adjustments available during the hiring process