customer relations London, England
Zopa
Full Time
London, England
10.56 - 12.04 GBP Today
Job description
Our Story
Hello there. We’re Zopa.
We started our journey back in 2005, building the first ever peer-to-peer lending company. Fast forward to 2020 and we launched Zopa Bank. A bank that listens to what our customers don’t like about finance and does the opposite. We’re redefining what it feels like to work in finance. Our vision for a new era of banking puts people front and centre — we’ve built a business that empowers everyone to aim high, every day, to move finance forward. Find out more about our fantastic offerings at Zopa.com!
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.
If you embrace unconventional challenges, are unafraid to think differently and are driven to make an outsized impact, you’ll thrive here at Zopa, so join us, and make it count. Want to see us in action? Follow us on Instagram @zopalife
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 telephone-based 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.
