---
title: 'Customer Service Specialist at Zopa'
canonical: 'https://feeny.ai/job/customer-service-specialist-zopa-manchester-nbkypdgff2sp'
type: 'job'
last_seen: '2026-11-08'
---

# Customer Service Specialist at Zopa

- **Company:** Zopa
- **Location:** Manchester
- **Work type:** hybrid
- **Posted:** 2026-11-06
- **Last confirmed live:** 2026-11-08
- **Apply:** https://jobs.lever.co/zopa/97bf47d7-27a4-442a-a145-d45464b964eb

## Job description

Our Story

Hello there. We’re Zopa.

We started our journey back in 2005, building the first ever peer-to-peer lending company. Fast forward to 2020 and we launched Zopa Bank. A bank that listens to what our customers don’t like about finance and does the opposite. We’re redefining what it feels like to work in finance. Our vision for a new era of banking puts people front and centre — we’ve built a business that empowers everyone to aim high, every day, to move finance forward. Find out more about our fantastic offerings at Zopa.com!

We’re incredibly proud of our achievements and none of it would be possible without the amazing team here. It’s not just industry awards we’re winning, we’ve also been named in the top three UK’s Most Loved Workplaces.

If you embrace unconventional challenges, are unafraid to think differently and are driven to make an outsized impact, you’ll thrive here at Zopa, so join us, and make it count. Want to see us in action? Follow us on Instagram @zopalife

The role: The Customer Service team is the face of Zopa, handling customer queries across our full range of products. The team aims to make every customer’s experience as effortless as possible, supporting them with a variety of requests and helping them get the most from Zopa. As a Customer Service Specialist, you’ll carry out a variety of tasks to support the team and our outsource partners, helping them deliver the high standards of customer experience we set across the bank. You’ll be a point of contact for complex queries from the front-line customer service team and will manage escalations to stakeholders on the team’s behalf. You’ll be able to multitask and manage your own workload, ensuring you meet agreed service levels and quality standards. You’ll also play a key role in our ambitious plans to improve our customer offering, helping us continuously enhance the experience we deliver. Working Hours: You’ll work 37.5 hours across five days per week. Shifts are: Monday to Friday: 8am to 4pm or 10am to 6pm Saturdays on a rotational basis: 8am to 4:30pm When you work a Saturday, you’ll receive a day off during the week. This is a hybrid role, and you’ll be expected to attend our Manchester office three days per week. Some bank holidays are worked each year, with time off in lieu provided for any bank holiday worked.

A day in the life:

- Handle a high volume of inbound and outbound customer interactions by phone, chat and email.
- Respond accurately to queries from agents.
- Resolve customer queries across a range of banking products and services, primarily Point of Sale, aiming to resolve them at first contact or following up until a resolution is reached.
- Investigate and follow up on complex issues, escalating them to the relevant teams when needed.
- Maintain service quality and meet agreed service levels to ensure timely resolutions.
- Work closely with internal teams to advocate for customers and improve service delivery.
- Support continuous improvement initiatives across service processes and customer journeys.
- Listen to customers’ individual circumstances and offer tailored, empathetic solutions.
- Promote digital self-service tools and guide customers through mobile and online banking.

About you:

- Experience delivering excellent customer service with a customer-focused mindset.
- Strong knowledge of Point of Sale servicing or experience working with a Buy Now, Pay Later product.
- Ability to adapt and manage your workload in a busy, pressurised and frequently changing environment.
- A high level of accuracy and attention to detail, ensuring work is completed to a high standard.
- Ability to work on your own initiative and a willingness to learn.
- Strong organisational skills, with the ability to plan and manage multiple workstreams.
- Excellent written and verbal communication and interpersonal skills.
- Proficiency in Microsoft Office, including Outlook, Word and Excel.

Desirable:

- Experience working in a fast-paced operational environment within financial services.
- Ability to identify and adopt more efficient and effective ways of working.
- A working knowledge of industry regulations, including FCA rules and guidance.
- A good understanding of banking practices and experience in a fintech environment.
- A working knowledge of Zopa’s Customer Service processes and procedures.
- Experience using phone, chat and social media platforms to deliver excellent customer service.

At Zopa we value flexible ways of working. We value face-to-face collaboration and a good work-life balance. This hybrid role requires you to come to our Manchester office 3 days a week. (WeWork, Dalton Place, 29 John Dalton Street, M2 6WF) Please note this office is dog friendly so you might see some furry friends about!

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

Diversity Statement Zopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives, and backgrounds leads to better products for our customers and a unique company culture for our people. We are made up of nearly 50 nationalities, have a DE&I forum made up of Zopians wanting to make a difference and we are proud of our culture where everyone can bring their full self to work. Our approach to DE&I is reflected in our hiring process so please let us know if you require any reasonable adjustments.

## #LI-LH1

## About Zopa

## Company Overview
- **One-liner**: Zopa is a UK digital-first bank offering savings, loans, credit cards, car finance, and the Biscuit current account, built around a mission to make money work better for customers. [zopa.com](https://www.zopa.com/)
- **Entity Type**: Private (Privately Held; 21 funding rounds to date) [linkedin.com](https://linkedin.com/company/zopabank)
- **Headquarters**: London, United Kingdom (20 Water Street, London E14 9QG; also an office in Manchester) [linkedin.com](https://linkedin.com/company/zopabank)
- **Founded**: 2005 [zopa.com](https://www.zopa.com/about)
- **Founders**: Richard Duvall, James Alexander, Giles Andrews, David Nicholson, Tim Parlett [linkedin.com](https://linkedin.com/company/zopabank)

## Core Business
- **Primary industries**: Financial Services, Digital Banking, Consumer Lending, Savings [linkedin.com](https://linkedin.com/company/zopabank)
- **Target customers**: B2C consumers in the UK; over 1.5 million customers [zopa.com](https://www.zopa.com/about)
- **Mission or purpose statement**: "To make money work better for our customers" and "create a fairer financial world that makes every penny count for our customers." [careers.zopa.com](https://careers.zopa.com/) [zopa.com](https://www.zopa.com/about)

## Products & Services
- **Biscuit current account**: A free current account launched in 2025, offering interest on balances, cashback on bills, an exclusive savings rate, and easy app-based management. [zopa.com](https://www.zopa.com/about)
- **Smart Saver**: Flexible savings pots with competitive rates. [zopa.com](https://www.zopa.com/)
- **Loans**: Personal loans with low rates and "no hidden catches," applicable in minutes. [zopa.com](https://www.zopa.com/about)
- **Credit card**: App-managed credit card used by 600,000+ customers. [zopa.com](https://www.zopa.com/about)
- **Car finance**: Auto financing options integrated with the Zopa app. [zopa.com](https://www.zopa.com/)
- **Borrowing Power**: In-app tool showing credit score and borrowing potential. [zopa.com](https://www.zopa.com/)
- **Zopa app**: Central hub for bank account, loans, credit card, and savings, supporting Apple Pay and live customer support. [zopa.com](https://www.zopa.com/)

## Market Standing
- **Valuation/Market Cap**: Not disclosed (private company)
- **Key Metric**: Annual revenue of GBP 29.9M; net income of £34.2M (2024); over £13B lent out and £5B in savings managed. [linkedin.com](https://linkedin.com/company/zopabank) [zopa.com](https://www.zopa.com/about)
- **Notable Investors/Partners**: Investors are not publicly named in current sources, but Zopa has completed 21 funding rounds. Regulators include the FCA and PRA; savings are covered by the FSCS. [linkedin.com](https://linkedin.com/company/zopabank) [zopa.com](https://www.zopa.com/)
- **Growth Signals**: Headcount grew 18.5% YoY to 797 employees; monthly job postings up 6.9% and yearly up 158.3%; 31 active job openings; 1.5M total customers; 600,000+ credit card users; launched Biscuit current account in 2025. [linkedin.com](https://linkedin.com/company/zopabank) [zopa.com](https://www.zopa.com/about)

## Competitive Advantages
- **First-mover heritage**: Founded as the world's first peer-to-peer lending company in 2005, with a long track record of lending innovation. [zopa.com](https://www.zopa.com/about)
- **Regulatory moat**: Currently authorised by the PRA and regulated by the FCA, with FSCS deposit protection—giving it the trust of a high-street bank combined with app-based convenience. [zopa.com](https://www.zopa.com/) [zopa.com](https://www.zopa.com/about)
- **Integrated product suite**: A single app covering current account, savings, loans, credit card, and car finance, driving cross-sell and customer stickiness. [zopa.com](https://www.zopa.com/)
- **Customer trust and scale**: Excellent Trustpilot rating from 30,000+ reviews, £13B+ in loans originated, and 1.5M users across the UK. [zopa.com](https://www.zopa.com/about)
- **Award-winning products**: Recognised for its loan, credit card, car finance, and savings offerings. [zopa.com](https://www.zopa.com/about)

## Strategic Focus
- **Digital bank expansion**: Building on the 2025 launch of the Biscuit current account to grow its customer base and daily banking share. [zopa.com](https://www.zopa.com/about)
- **Customer-centric product innovation**: Continuing to develop savings, loans, credit cards, and car finance products that deliver "more dough with less effort." [zopa.com](https://www.zopa.com/)
- **App-led user experience**: Strengthening the app as the primary gateway for all banking and money-management needs. [zopa.com](https://www.zopa.com/)
- **Sustainable growth**: Growing revenue while maintaining strong net income performance (e.g., £34.2M in 2024) and customer trust. [linkedin.com](https://linkedin.com/company/zopabank)

## Why Work Here
- **Culture and values**: Zopa's culture centres on Empowerment, Drive, and Collaboration—supporting employees to innovate, take personal accountability, and grow through personal development initiatives. [careers.zopa.com](https://careers.zopa.com/)
- **Growth environment**: 18.5% headcount growth YoY and a +158% increase in active job postings signal strong scaling. [linkedin.com](https://linkedin.com/company/zopabank)
- **Work-life balance**: Employee reviews on LinkedIn rate work-life balance at 3.7/5, with an overall employer rating of 3.4/5 (527 reviews). [linkedin.com](https://linkedin.com/company/zopabank)
- **Flexibility**: Zopa offers "an environment of high trust, and additional benefits that enable our teams to work in ways that allow them to meet both personal and professional goals." [careers.zopa.com](https://careers.zopa.com/)
- **Professional development**: Emphasis on accelerating "career growth from within" and defining one's own career direction. [careers.zopa.com](https://careers.zopa.com/)
- **Locations**: Positions in London and Manchester, spanning engineering, finance, compliance, risk, and customer teams. [linkedin.com](https://linkedin.com/company/zopabank) [jobs.lever.co](https://jobs.lever.co/zopa)
- **Typical salary indicators**: For transparency, reported annual salary ranges include: Operations ~GBP 32,636, Financial Crime Officer ~GBP 30,000, Junior Operational Risk Analyst ~GBP 29,000. [linkedin.com](https://linkedin.com/company/zopabank)

## Sources
1. [careers.zopa.com](https://careers.zopa.com/)
2. [zopa.com](https://www.zopa.com/about)
3. [jobs.lever.co](https://jobs.lever.co/zopa)
4. [zopa.com](https://www.zopa.com/)
5. [linkedin.com](https://linkedin.com/company/zopabank)

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