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Posted 6 months ago
Requirements and responsibilities
A day in the life:Answer a high volume of calls and interact with customers over live chat and emailDeal with their day-to-day banking needs across a range of products and services, complex queries and provide a resolution on that first callAccurately investigate customer queries, raising with relevant parties, and escalate where neededMake sure service and customer demand is met to a high standard and within an agreed turn-around time - service level agreement (SLA)Participate in initiatives that help improve our customer service, processes, and proceduresLiaise closely with other teams to advocate on behalf of customersListen to customers personal circumstances to understand their requirements and provide personalised solutions where possible and consistently deliver good customer outcomesAbout you:You’ll provide an exceptional customer service across a range of channels (telephony, chat, email) whilst working in a fast-paced busy contact centreYou have excellent communication skills with the ability to work as part of a teamYou have the ability to maintain high levels of accuracy You are adaptable and have the ability to meet hanging priorities and customer demandYou’re highly motivated and committed to achieve success for you and for the customerYou are goal orientated and able to meet company goals to achieve important objectivesYou’re proactive and have the initiative to create frictionless customer journeysYou take ownership for each customer, providing the best end to end experience to deliver the best customer outcomeYou are an expert in digital comms, embracing & assisting customers digitally using their own device or our online banking and mobile AppAt Zopa we value flexible ways of working.We value face-to-face collaboration and a good work-life balance. This hybrid role requires you to come to our Manchester office 3 days a week.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 choiceDiversity StatementZopa 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.#LI-LH1We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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