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My work life: Yemi

Head of Customer Services, Yemi, on her experience at Zopa and her career moves so far

When I was younger, I wanted to be…

A drama teacher.

For me, working in finance was never intentional.

I had no interest in finance and numbers as a child or young adult.  

I was sat in the back of a car with a friend and her mum and I was talking about needing a job. I remember her mum looking at me in the rear-view mirror and saying: “well you’re smart and have common sense… apply to work in a bank”. So I did… 

I worked in a high street bank for seven years…

And I joined Zopa five years ago as a Customer Services agent on the Borrower Team, answering inbound calls and emails from existing and perspective borrowers. 

I’ve worked in a few different roles at Zopa.

From working with our high net worth Investors, Quality Control and of course management of the Customer Services Team. 

There is no average day…

Which is probably the best thing about my role.  

I plan, direct and manage the performance of all the Customer Service teams, ensuring customers receive an increasingly efficient, effective and customer-focused service.  

It can be anything… from managing the teams around me to looking at team performance and customer experience. I deal with any issues that arise in the moment, and together we make improvements that support our growth, always to give the most benefit to our customers.  

The thing I like most about my role is…

Developing and coaching people, and the scope to continue learning.  

There is nothing better than watching someone join Customer Service and grow in confidence, grow professionally and develop themselves. The involvement I get to have with people on my team to support them in reaching their goals is utterly priceless.  

The thing I like most about Zopa is…

The people. No matter how much you like your job we all have bad days but the people at Zopa are great. The people I work closely with never fail to make me smile and never fail to amaze me. There are some fantastic human beings at Zopa and it’s great being around them.  

I’d describe the Zopa culture as…

The culture is open, welcoming and collaborative. It’s great to work in an environment where everyone is willing to help each other and there is an open-door policy among all.  

Zopa supports my career by…

Allowing me to learn, grow and grasp new opportunities as they come.

I get inspired by… 

Every day people! I’m inspired by people I can relate to. I absolutely acknowledge all the greats who have done great things for the world, humanity, education, diversity. These people help to shape my values and morals and have largely contributed to my rights. 

But as far as my career goes, I am inspired by people who work hard, who are resilient, who don’t give up no matter what real life problems they may be facing, and who still treat everyone as equal. 

Everyone has their own struggles and I admire those who persevere despite them. But also people who act in kindness and in understanding.