Zopa
Zopa24d ago
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Customer Service Specialist - Point of Sale

Manchester · ManchesterEmployee - Permanentmid
OtherEducation & TrainingCustomer Service SpecialistCustomer Service Training Specialist
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Quick Summary

Overview

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.

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OtherEducation & TrainingCustomer Service SpecialistCustomer Service Training Specialist
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
 
The role:
 
As a Customer Service Specialist within our point of sale team, you will undertake a range of tasks to support both the team and our outsourced partners, enabling them to deliver the high standards we set for customer experience within the bank. You will act as a point of contact for complex queries from the front-line customer service team and serve as an escalation point for stakeholders on behalf of the team.
 
This role requires the ability to multitask and manage your own workload to ensure we remain focused on meeting the agreed service levels and quality standards set for the team. You will play a key role in the ambitious plans we have to enhance our customer offering, helping us to continuously improve the experience we deliver to our customers.
 
Working Hours:
Full-time, 37.5 hours per week (Monday to Friday)
Shifts: 8am–4pm or 10am–6pm (Rota)
 
Weekends:
One in three weekends required (Saturday: 8am–4:30pm)
A weekday off will be given when you work a Saturday
 
Location:
Based in Manchester
Office attendance: 3 days per week
 
You will be required to work some bank holidays each year, for which you will receive time off in lieu.
 
  • Handle a high volume of inbound and outbound customer interactions via phone, chat, and email.
  • Resolve customer queries across a range of banking products and services (primarily Point of Sale) — often on first contact, or through follow-up until resolution.
  • Investigate and follow up on complex issues, escalating to relevant teams when necessary.
  • Maintain service quality and meet SLAs (service level agreements) to ensure timely resolution.
  • Collaborate with internal teams to advocate for customers and enhance service delivery.
  • Support continuous improvement initiatives across service processes and customer journeys.
  • Provide tailored, empathetic solutions by understanding customers’ individual circumstances.
  • Promote digital self-service tools and guide customers through mobile and online banking.
  • Proven experience using telephony, chat, and social platforms to deliver exceptional customer service
  • Strong customer service focus with a customer-centric mindset
  • Comfortable working in fast-paced, high-pressure environments with frequent change
  • Proactive in identifying and implementing more efficient ways of working
  • High attention to detail, ensuring consistently accurate and high-quality output
  • Self-motivated with a strong willingness to learn and take initiative
  • Excellent organisational skills with the ability to manage multiple priorities effectively
  • Strong written and verbal communication skills, coupled with confident interpersonal abilities
  • Proficient in Microsoft Office applications (Outlook, Word, Excel)
  • Desirable: Experience within the financial services industry
  • Familiarity with FCA regulations and industry compliance requirements
  • Exposure to banking operations and/or working within a FinTech environment
  • Understanding of Point of Sale (POS) systems or Buy Now Pay Later (BNPL) products.

    • Listing Details

    Posted
    April 2, 2026
    First seen
    April 2, 2026
    Last seen
    April 26, 2026

    Posting Health

    Days active
    23
    Repost count
    1
    Trust Level
    32%
    Scored at
    April 26, 2026

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    We’re Zopa, and we want to make money work better for you.

    Employees
    750
    Founded
    2005
    Domain
    zopa.com
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