Meet Zopa Bank

Founded in 2020, Zopa is a profitable British digital bank with 1.4 million customers. In four years, it has secured its banking license, achieved profitability, and launched a diverse range of products, including unsecured personal loans, point-of-sale, car finance, credit cards, savings accounts, and tools for improved financial management and health.


Behind the scenes, Zopa’s People Operations team plays a critical role in delivering exceptional employee experiences. Led by Clive Camilleri, the HR Ops team ensures every internal request, from payroll queries to policy questions, is handled with speed, care, and precision. And with monday service, they’ve built a smarter, more scalable way to support their growing organization.

The challenge

Before using monday service, Zopa Bank’s HR team was managing internal support requests through a shared Outlook inbox. Each week, hundreds of employee emails would arrive, covering everything from policy clarifications to payroll questions. But there was no easy way to assign, prioritize, or track them.


“It wasn’t scalable. We were using tags and color coding in Outlook to assign requests, and we couldn’t track who was doing what. Tickets were slipping through the cracks.”


There was also no way to measure team performance or satisfaction, and without a ticketing system in place, the team lacked visibility into response times and issue resolution.


Zopa needed a structured, modern way to manage HR service requests. Just as important, they wanted to avoid creating friction for employees. The right solution needed to be fast to implement, easy to manage, and flexible enough to support their team without requiring employees to change how they asked for help.

The solution

Zopa was already using monday work management when Clive discovered monday service. Even though the product was still in beta, he immediately recognized its potential to deliver what his team needed: fast setup, internal accountability, and a seamless experience for employees.

“The implementation was seamless, and it was a night and day experience.”
One of the most important priorities for Clive was speed. The team didn’t have time for a long, complex rollout. They needed something that could go live quickly and make a difference immediately. monday service delivered on that from day one.


“We wanted to implement something quick and effective that would be a night and day solution, but without having to go through a full-blown change process with employees.”

The team kept the front-end experience for employees exactly the same. Requests still came in via email, but behind the scenes, everything changed.


“The procurement process for monday service was seamless and efficient. We clicked on a template, tweaked it, and had a version live and running that we could implement within days.”

Why monday.com?

“The biggest value for us is speed and flexibility. You can get up and running in days, change anything with ease, and see everything in real time. And you don’t need a dedicated admin to do it.”

How Zopa Bank uses monday service

Zopa’s HR team now manages more than 550 internal requests each month through monday service. With the help of built-in AI, automation, and real-time dashboards, the team has created a structured, intuitive workflow that helps them respond faster, reduce manual work, and operate with full transparency.

AI-powered ticket assignments

Using custom AI prompts, tickets are automatically triaged based on their content and tone. The team has reached a 98 percent accuracy rate in ticket assignment.
“We're using AI for ticket prioritization, sentiment analysis, and automatic ticket assignments. People get assigned a ticket automatically through the AI using prompts we built. The success rate is about 98 percent.”


This level of automation saves valuable time, “we’re saving about five minutes per ticket, and that adds up to more than 50 hours every month”.

Automated workflows

Automations help route tickets to the right person, escalate critical issues, and trigger post-resolution surveys.


“We have things like: if category equals A, then person B gets assigned. If a priority hits critical, it triggers alerts and adds followers. When a ticket closes, a survey gets pushed out. It’s simple stuff, but it’s really powerful.”

Custom dashboards for real-time tracking

The team built dashboards to monitor SLA trends, ticket volume, CSAT scores, and team performance by category, division, or agent. “I don’t need to export data or ask anyone for reports. I can see exactly what’s going on in the moment".

Directory-driven reporting

While not yet integrated with Zopa’s HRIS, the team uploads employee data monthly to break down request volume by department and team.
“We would love to have a live HRIS integration, but even now, it gives us what we need for accurate reporting.”

The impact

More efficiency, greater accountability, and stronger internal satisfaction.

Since launching monday service, Zopa’s HR team has transformed the way they handle support. With 98 percent accuracy in ticket assignment and over 50 hours saved each month, the team has more time to focus on delivering exceptional employee experiences.


New hires can get up and running quickly, thanks to monday’s intuitive interface. Team leads no longer rely on spreadsheets to track workload. And for the first time, the team is measuring and improving CSAT scores.


“We never used to measure satisfaction. Now we do, and our scores are really strong. I’d go as far as saying monday has been a major contributor to that. When you have improved accountability, faster response times, and better visibility, satisfaction naturally goes up.”


“The experience for employees didn’t change. They still email us like they always have. But behind the scenes, everything is smoother, faster, and easier to manage.”

The results have been so positive that Clive is now looking to expand monday service across other teams within Zopa.
“Currently, our Finance and HR Ops teams are the only ones using monday service. But there’s a big use case for other teams such as our legal team, people partners, and payroll. They handle a large volume of tickets too, and I can definitely see us moving in that direction.”

His longer-term vision is to unify service management across all HR support teams, enabling cross-functional collaboration and smoother handoffs between departments.


“My ambition is to have all of HR using monday service, and eventually to connect those workflows so we can move tickets between teams seamlessly. We don’t have that today, but I think we’ll get there in the near future.”

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