Customer Service Specialist

Job Description

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

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

Shifts: 8am–4pm or 10am–6pm (Rota). One in three weekends required (Saturday: 8am–4:30pm) A weekday off will be given when you work a Saturday

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

Who you are

• 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
• 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

Company Benefits

• 2-3 days a week in the office. We value face-to-face collaboration and a good work-life balance.
• 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)
• On top of regular bank holidays, you’ll get 25 days holiday as standard, rising up to 30 days as your tenure grows. For any teams that operate on a bank holiday, you may be offered an alternative day off.
• As a Zopian, you can opt into our private medical insurance through Vitality Health. This’ll give you access to private medical care, discounted gym memberships, and other rewards such as savings at various retailers for maintaining an active lifestyle. You also get free Headspace access to help with the all-important mindfulness we need
• 16-weeks full pay for all new parents. We offer enhanced maternity and paternity pay to employees wishing to start a family. New parents, including those adopting, are eligible to take up to 16-weeks leave at full pay.