Customer Service Specialist – Point of Sale
Zopa Bank
full-time
Posted on:
Location Type: Hybrid
Location: Manchester • United Kingdom
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About the role
- 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.
Requirements
- 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)
- Experience within the financial services industry (desirable)
- Familiarity with FCA regulations and industry compliance requirements (desirable)
- Exposure to banking operations and/or working within a FinTech environment (desirable)
- Understanding of Point of Sale (POS) systems or Buy Now Pay Later (BNPL) products (desirable)
Benefits
- flexible ways of working
- face-to-face collaboration
- good work-life balance
- dog-friendly office
- option of working from abroad for up to 120 days a year
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Point of Sale (POS) systemsBuy Now Pay Later (BNPL) productsMicrosoft Officetelephonychat platformssocial platformscustomer service processesservice level agreements (SLAs)customer journey mappingfinancial services knowledge
Soft Skills
customer-centric mindsetattention to detailself-motivatedstrong willingness to learnexcellent organisational skillsability to manage multiple prioritiesstrong written communication skillsstrong verbal communication skillsinterpersonal abilitiesproactive problem-solving