Customer Care Specialist

London /
Operations – Specialist customer care /
Employee - Permanent
/ Hybrid
Our Story
Hello there. We’re Zopa.
We began our journey in 2005 with the drive to deliver customer-first 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!

The Customer Care team are a specialised team within Zopa's highly recommended Specialist Operations, assisting with the most vulnerable and complex cases to support customer needs, maximise customer rehabilitation, provide bespoke solutions, guidance, and professional help.
You’ll will be joining a friendly and supportive team who work with all operational area’s and oversee Zopa’s vulnerable customers across all products including UPL, Credit Card and Auto. This core team are Zopa’s elite Customer Champions and put the customer at the heart of everything we do by handling each customer with the upmost care and consideration.
Are you interested in working with all of operations and products? Do you have the experience in dealing with difficult conversations? Are you passionate about customers and making sure you get the right outcome? Are you self-motivated and able to self-manage? Do you work well under pressure?
If this sounds like you, then this may be the role for you.

This is a hybrid role with the expectation of coming into the office once a week.
Please note you will be required to work on a shift rota.
Monday - Friday

A day in the life:

    • Building and maintaining a 121 relationship with customers
    • Complete customer reviews via preferred communication preference such as email, live chat, and outbound dialling
    • Receives inbound calls from customers and rest of the business regarding queries, complex cases and setting up bespoke arrangements
    • Responding to customer and third-party emails within a 3day SLA
    • Responsible for reaching reasonable conclusions from the evidence provided and proposes suitable customer outcomes
    • Administrative work dealing with correspondence from third parties such as debt management companies, insolvency practitioners and Phillips and Cohen
    • Completing and reviewing income and expenditure forms with the view of agreeing realistic payment plans based on borrower affordability
    • Sign-posting customers with financial difficulties to not-for profit debt agencies
    • Sign posting vulnerable customer to no profit charities such as Samaritans
    • Find out more about life at Zopa HERE!

About you:

    • You will have previous experience of working in a customer focused environment, with telephone/call centre duties ideally in a customer service/collections role
    • You must be able to deal calmly with conflict and meet the challenges of difficult conversations
    • You must be able to communicates complex issues in a concise and straightforward manner
    • You must show commitment to and pride in high quality service delivery
    • You will be familiar with FCA regulation, GDPR and FG22.5 regulation
    • You will have excellent oral and written communication skills to draft well-structured, comprehensible responses across digital platforms
    • You must be confident in using Microsoft Office such as Outlook, Excel and Word
    • Excellent team-player who can work independently and adapt well to change
    • You are compassionate, grounded, logical and objective; able to follow through on difficult decisions

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.
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 better manage their money without challenging the current status quo. Creating the best place for money is no easy task, which is why we need talent from all walks of life.