Hybrid Customer Service Specialist – FinTech Banking

Zopa Bank; Manchester; Hybrid; GBP 21,000 - 28,000; Full time

Benefits offered by this job

Hybrid role

Dog-friendly office

Optional remote work up to 120 days a/

Job summary

Zopa Bank is seeking a Customer Service Specialist in Manchester to support our banked customers across a range of products. You will be a key contact for escalations, collaborate with outsource partners, and help deliver high standards of customer experience.

You’ll manage a diverse workload, adapt to changing priorities, and promote digital self‑service tools. The role is hybrid, with three days in the Manchester office and flexible arrangements including occasional remote work.

Qualifications

• Experience delivering excellent customer service with a customer‑focused mindset.
• Strong knowledge of Point of Sale servicing or Buy Now, Pay Later product experience.
• Able to manage workload in a busy, changing environment.
• High level of accuracy and attention to detail.

Responsibilities

• Handle high volumes of inbound/outbound customer interactions by phone, chat and email.
• Respond to queries from agents accurately.
• Resolve queries across banking products, primarily POS, aiming for first contact resolution.
• Investigate complex issues and escalate to relevant teams as needed.
• Maintain service quality and meet agreed service levels.

Skills

Customer service

POS knowledge

Multitasking

Attention to detail

Communication

MS Office

Tools

CRM software

Phone/Chat tools

MS Office (Outlook, Word, Excel)

Job description

Zopa Bank is seeking a Customer Service Specialist in Manchester to support our banked customers across a range of products. You will be a key contact for escalations, collaborate with outsource partners, and help deliver high standards of customer experience.

You’ll manage a diverse workload, adapt to changing priorities, and promote digital self‑service tools. The role is hybrid, with three days in the Manchester office and flexible arrangements including occasional remote work.