Customer Service Specialist - London, United Kingdom - Zopa Limited

Zopa Limited

Verified Company

London, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Our Story

Hello there. We're Zopa.
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.

As a member of the escalations team, you will be responsible for supporting our front-line agents with complex queries and working directly with customers to resolve escalated and complex questions and queries through to resolution.

**This role operates a shift pattern covering 5 days a week over 37.5 hours through Monday to Sunday, covering the hours of 8am-8pm Monday - Friday, and 9am - 5:30pm Saturday and Sunday - you will likely work one weekend a month.

You will be required to work in the office two days a week - Tuesday & Thursday.

A day in the life:

Investigate, manage, and resolve escalated and complex customer queries, including determining the root cause of the problem to mitigate any future risks or further customer contact wherever possible
Think outside the box to propose solutions to support our customers whilst keeping within the Treating Customers Fairly principles
Highlight any insights and customer dissatisfaction trends to the Customer Service leads, and make recommendations to improve processes or customer journeys through feedback
Provide support to our frontline team members to ensure a seamless customer experience hand off between first and second level escalations
Develop productive working relationships with a range of stakeholders across the Operations team & broader business
Focus on providing a supportive customer experience and ensuring timely and fair outcomes are achieved in line with FCA regulations

About you:

Customer Service experience in a call centre or telephonebased environment, ideally within financial services
Strong interpersonal skills and communicates effectively and confidently with customers and colleagues alike
Exceptionally customer focused, understands and has delivered high standards of customer service
Knowledge of the FCA and its guidance of Treating Customers Friendly
A focus on quality, attention to detail and speed in an Operational environment
Decisive and solution orientated
Proficient with MS Office, particularly MS Excel and MS Word
Ability to manage and adapt in a busy, pressurised and frequently changing environment
High level of accuracy and attention to detail required to manage priorities at pace
Strong problem solver with the ability to show initiative/forward thinking and proactiveness
High numeracy and literacy skills

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 open-plan, riverside London Bridge office 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.