Complaints Officer - London, United Kingdom - Zopa Limited

Zopa Limited

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Our Story

Hello there. We're Zopa.

We began our journey in 2005 with the drive to deliver customerfirst financial products. Fast forward to 2020, we shifted gears and became a digital bank, leveraging our customer knowledge, money expertise and technical agility to forge ahead. Our diverse team is united by a mission to create simple, fair and honest financial products that have the customers' needs at their heart.

We're regularly recognised at industry awards for our game-changing products and are proud to be one of the market leaders in consumer lending in the UK.

But our work doesn't stop there.

After securing £220 million in our 2021 funding round led by SoftBank, we've entered the next stage in our journey.

So far, we've lent out over £8 billion and made money work better for over half a million people across the UK who were looking to borrow or save with us.

In less than 2 years after becoming a bank, we hit £2 billion in customer deposits and we're also a top 5 credit card issuer in the UK.

And this is just the beginning.

We're set on achieving big things with ambitious growth targets to match. This means there's a range of opportunities for you to excel and develop through a career at Zopa, while building better banking products that truly matter to our customers.

If you embrace unconventional challenges, are unafraid to think differently and are driven to make an outsized impact, you'll thrive here at Zopa.

For a closer look at our culture, check out our latest video here. And if you want to join us, have a look at our current open roles

We have an exciting new role for a Complaints Officer.

The key purpose of this role is to support the Complaints Team in ensuring that all customer complaints are handled in accordance with our internal Complaints Handling Policy and Procedures.
You will be dedicated to providing complainants with fair outcomes whilst providing an exceptional level of customer service.

A day in the life:

Investigate, record, respond to and seek to effectively resolve customer complaints verbally and in writing
Ensure complaints are managed in line with TCF principles and DISP requirements outlined by the Financial Conduct Authority.
Provide exceptional customer service to all complainants ensuring complaints are managed fairly, accurately and clearly.
Utilise key communication and progression skills in order to resolve complaints efficiently while maintaining excellent quality.
Liaise with internal departments to gather information to ensure the thorough resolution of complaints as well as providing key feedback on complaint causes to the business
Make suggestions to improve processes and documentation to reduce complaints

About you:

You'll have strong written and verbal communication skills
You'll have previous complaints handling experience within a financial services environment
You've got previous experience of handling complaints about Credit Cards, Personal Loans and Current Accounts.
You have excellent listening skills and able to probe and get to the heart of a problem.
You've got the ability to remain calm under pressure
You've got experience in progressing a caseload efficiently while using smart techniques to resolve complaints in a timely manner
You're able to grasp new systems

LI-LH1

Flexible working? Yes please

Whether you want to come into our open-plan, riverside London Bridge office or work from the comfort of your own home (or both), you'll be able to decide on an approach with your manager, looking at what works best for you, your role and your team.

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

To thrive here, you'll need to:

Champion our customers. Whatever your role, you'll be close to our customers. We care passionately about doing the best for them.

Help us make fearless choices. Our environment is fast-paced, agile and open. You'll solve interesting and challenging problems, and be trusted and empowered to bring your ideas to life.

Walk the talk. Like us, you'll be honest, stick to your promises and face the tough moments head-on.

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Win smarter. You'll be always on the lookout for a better way of doing things, going beyond 'good enough' and welcoming different points of view.

Be in it together. You'll join an ambitious, diverse and all-round approachable team with a mix of ideas and talents who inspire each other to be better every day.

Zopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives, and backgrounds leads to great products and unique company culture. We simply can't expect to empower our customers to bette