Hybrid Customer Service Specialist - Banking & POS Expert

Zopa Bank Limited; Manchester; Hybrid; GBP 23,000 - 30,000; Full time

Job summary

Zopa Bank Limited in Manchester is seeking a Customer Service Specialist to join our hybrid team. You will handle high volumes of customer inquiries across our banking products, supporting front-line teams and outsourcing partners while resolving queries at first contact where possible.

You’ll manage escalations, advocate for customers, promote digital self-service tools and contribute to continuous service improvements.

Qualifications

• Strong knowledge of POS servicing or BNPL experience is required.
• Excellent written and verbal communication and interpersonal skills.
• Proficiency in Microsoft Office (Outlook, Word, Excel).
• Ability to multitask and work in a busy environment with accuracy.

Responsibilities

• Handle a high volume of inbound and outbound customer interactions by phone, chat and email.
• Respond accurately to queries from agents.
• Resolve queries across banking products, primarily Point of Sale / BNPL, aiming to resolve at first contact.
• Investigate and escalate complex issues to the relevant teams.
• Maintain service quality and meet service levels to ensure timely resolutions.
• Work with internal teams to advocate for customers and improve service delivery.
• Promote digital self-service tools and guide customers through mobile/online banking.

Skills

POS servicing

BNPL experience

Communication skills

Organisational skills

Microsoft Office

Multitasking

Customer service

Escalation management

Stakeholder communication

Tools

Microsoft Office

Job description

Zopa Bank Limited in Manchester is seeking a Customer Service Specialist to join our hybrid team. You will handle high volumes of customer inquiries across our banking products, supporting front-line teams and outsourcing partners while resolving queries at first contact where possible.

You’ll manage escalations, advocate for customers, promote digital self-service tools and contribute to continuous service improvements.