Customer Service Specialist (Hybrid)

Our Story

Hello there. We're Zopa.

We started our journey in 2005, building the first peer-to-peer lending company. In 2020, we launched Zopa Bank, a bank that listens to what our customers dislike about finance and does the opposite. We're redefining the experience of working in finance. Our vision for a new era of banking puts people at the centre - empowering everyone to aim high and move finance forward. Find out more at .

We're proud of our achievements, including being named one of the UK's Most Loved Workplaces. We value unconventional challenges, innovative thinking, and making a significant impact. Join us and make it count. Follow us on

Role Overview:

As a Customer Service Specialist, you will be customer-centric, a team player, and collaborative, ensuring the customer remains at the heart of everything. You will identify opportunities to improve our service, make decisions to enhance customer experience, and deliver first-call resolution by working closely with other teams and taking ownership of each interaction.

Working Hours & Pattern:

You will work 5 days out of 7, totaling 37.5 hours per week, with shifts between 8 am and 8 pm, Monday to Friday, and one weekend a month from 9 am to 5:30 pm. This is a hybrid role, requiring presence in the office on Tuesdays and Thursdays.

A Day in the Life:

• Answer high volumes of calls, live chat, and emails
• Assist with day-to-day banking needs, complex queries, and provide resolutions on first contact
• Investigate customer queries, escalate when necessary
• Meet service standards and SLAs
• Participate in initiatives to improve customer service and processes
• Liaise with other teams to advocate for customers
• Understand customer circumstances and provide personalized solutions

About You:

• Exceptional customer service skills across multiple channels
• Excellent communication and teamwork skills
• High accuracy and attention to detail
• Adaptability to changing priorities
• Motivated and goal-oriented
• Proactive with initiative
• Ownership of customer interactions to ensure positive outcomes
• Proficient in digital communication, online banking, and mobile apps

We're on the move!

By late 2025, Zopa will relocate to 20 Water Street, Canary Wharf, fostering collaboration and creativity for our 900 employees amid growth plans.

Work Flexibility:

We support flexible working. This hybrid role requires 2-3 days in our London office weekly. You can also work from abroad up to 120 days a year, subject to right to work in the country.

Diversity & Inclusion:

Zopa is committed to a discrimination-free workplace. Our diverse team of nearly 50 nationalities and our DE&I initiatives reflect our inclusive culture. We welcome reasonable adjustments during hiring and employment.