Customer Service Specialist

About the role

As a Customer Service Specialist at Zopa, you will be the front‑line representative for our banking customers, delivering fast, accurate support across phone, live chat and email. You will work in a hybrid environment, collaborating with colleagues to ensure every interaction ends with a positive outcome.

Key responsibilities

• Handle a high volume of inbound calls, live‑chat messages and emails, providing first‑call resolution wherever possible.
• Investigate and resolve complex banking queries, escalating to relevant teams when necessary.
• Meet service level agreements (SLAs) and maintain quality standards for speed and accuracy.
• Participate in projects aimed at improving processes, procedures and overall customer experience.
• Liaise closely with other departments to advocate for customer needs and deliver personalised solutions.

Required profile

• Previous customer‑service experience within financial services or banking.
• Strong communication skills and the ability to work effectively as part of a team.
• Comfortable working in a fast‑paced contact‑centre environment across multiple channels.
• Willingness to work a rotating schedule, including occasional weekends and bank holidays.

Required skills

What we offer

• Hybrid working model – office presence Monday to Wednesday.
• 37.5‑hour week with flexible shift patterns between 8 am and 8 pm.
• Time‑off‑in‑lieu for bank‑holiday work.
• Opportunities to influence service improvements and grow within a leading digital bank.