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Product Operations Support Specialist chez Zopa

Zopa · London, Royaume-Uni · Hybrid

Microsoft Excel

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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 Product Operations Support Specialist will play a key role in supporting operational change initiatives and managing contact centre system changes. This role bridges the gap between product, operations, and technology, ensuring that front-line teams have the right tools, processes, and support to deliver excellent customer outcomes. 


The Product Operations Support Specialist will play a key role in supporting operational change initiatives and managing contact centre system changes. This role bridges the gap between product, operations, and technology, ensuring that front-line teams have the right tools, processes, and support to deliver excellent customer outcomes. 

What you will do:
  • Act as the primary operations liaison for contact centre system enhancements, upgrades, and wider operational change initiatives. 
  • Support the design, testing, and implementation of operational and contact centre changes. 
  • Co-ordinate Operational readiness activities for changes being released where required. 
  • Gather, document, and translate business requirements into actionable changes for technology teams. 
  • Coordinate UAT (User Acceptance Testing), ensuring defects and issues are logged, tracked, and resolved. 
  • Collaborate with product support teams across the business to identify and prioritise changes. 
  • Partner with delivery management where appropriate, ensuring operational readiness for changes. 
  • Provide day-to-day operational support for system queries and incidents raised by the contact centre. 
  • Represent operations at change governance forums, providing updates on operational and contact centre change requirements. 


    • Skills and Experience
  • Experience in an operation, product support, or contact centre environment. 
  • Strong understanding of contact centre systems (e.g. Salesforce, telephony platforms, case management tools). 
  • Demonstrated experience of supporting change initiatives and system implementations. 
  • Excellent communication skills, with the ability to translate technical details into clear, user-friendly guidance. 
  • Strong problem-solving skills, with a pragmatic and collaborative approach. 
  • Well organised, with the ability to manage multiple priorities effectively. 
  • Knowledge of change governance processes (desirable)
  • Experience with UAT and feedback gathering. 


    • Key Attributes
  • Customer-first mindset, with a passion for improving front-line experiences. 
  • Detail-oriented, with strong documentation and reporting skills. 
  • Collaborative team player, able to work effectively across operations, product, and technology. 
  • Proactive, adaptable, and resilient in a fast-paced environment. 


    • #LI-JR1

    We're on the move! 
    Towards the end of 2025 Zopa will be relocating to a brand-new headquarters at 20 Water Street in Canary Wharf. The 44,000 square foot workspace will foster collaboration and inspire creativity for our 900 employees amidst our 2025 growth blitz.


    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 London office 2-3 days a week.
     
    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. 
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