Complaints Specialist - Banking (Hybrid)

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

We are excited to announce a new opportunity for a Complaints Specialist within our Banking Team.

The primary purpose of this role is to support the Complaints Team in managing customer complaints in accordance with our internal Complaints Handling Policy and Procedures. Your focus will be to ensure that all complainants receive fair resolutions and a high standard of customer service.

The team operates Monday to Friday, from 9am to 5:30pm, and the role involves working in our London Bridge office once a week.

• Investigate, document, respond to, and work towards resolving customer complaints both verbally and through well-crafted letters
• Make outbound and take inbound calls to address complaints at their first point of contact
• Tailor responses and communication to suit the audience
• Ensure complaints are managed in line with Consumer Duty and DISP requirements set by the Financial Conduct Authority
• Provide outstanding customer service to all complainants, ensuring fair, accurate, and clear management of complaints
• Use effective communication and problem-solving skills to resolve complaints efficiently while maintaining high quality
• Collaborate with internal departments to gather information and ensure a comprehensive resolution of complaints. Offer critical feedback and insights into the causes of complaints to the business
• Suggest improvements to processes and documentation to reduce the number of complaints
• Participate in weekly team and departmental meetings to discuss process changes and receive product updates
• Be an advocate for change by sharing insights on trends to drive continuous improvements.

• You have complaints handling experience in customer-facing financial services roles
• You're experienced in handling application fraud, current accounts, and credit cards
• You are a patient and attentive listener
• You can remain calm under pressure, staying flexible and composed in high-pressure situations
• You have the capability to meet tight deadlines and adapt to new challenges
• You're quick to learn new systems
• You know how to identify issues and solve problems
• You take accountability for your casework, owning it from start to finish to ensure high-quality outcomes
• You're a customer champion, ensuring our customers' voices are heard.

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Flexible working? Yes please!

At Zopa we value flexible ways of working. We understand the benefits of face-to-face collaboration and the importance of a good work-life balance. Our teams work in a hybrid manner, from our vibrant UK offices and the comfort of their own homes, at a frequency that suits the team and the work they do.

Not only that – 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.