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For Companies At a Glance
- Tasks: Deliver world-class customer service via chat, email, and phone while optimising processes.
- Company: Tembo, a disruptive savings and mortgage platform for aspiring home buyers.
- Benefits: Competitive salary, monthly commission, hybrid work, and a supportive team culture.
- Why this job: Join a mission-driven company making home ownership accessible for the next generation.
- Qualifications: Experience in customer support within fintech or regulated financial services.
- Other info: Collaborative environment with opportunities for innovation and growth.
The predicted salary is between 25000 - 30000 £ per year.
About Tembo
Tembo is making the dream of ownership possible for a new generation of home buyers. We are a disruptive, award-winning savings and mortgage platform powered by a proprietary technology platform, enabling buyers to buy their home years ahead of the alternative. We recently acquired a savings company to help us capture customers earlier in their home buying journey, nurture them through saving for a deposit, and ultimately match them with the best mortgage product to get them onto the ladder more quickly. Our savings business is growing rapidly after the launch of our Cash ISA and Fixed ISA to complement our existing Lifetime ISA products. We have huge plans for new products and innovation in the future. We’re a mission-centric organisation that holds our values close:
- Find a way - representing our desire to innovate and also leave no stone unturned to help find a customer a way to get on the ladder.
- It’s all about the people - customers, colleagues, partners - we’re all human and without them we are nothing.
- If you don’t like it change it - as a startup we’re constantly listening to every source of data and evolving; every opinion counts.
We’re rated 4.8* on Trustpilot with every single customer review celebrated, and we are determined to find a way to ensure we retain that customer love as we scale. We are well funded by Goodwater Capital, Aviva, McPike Family Global Office, Ascension, Love Ventures, as well as a suite of ethical backers such as Fair by Design, Barrow Cadbury, Joseph Rowntree Foundation, and Big Society Capital.
About The Role
We’re looking for an experienced, customer-centric Customer Service Specialist who isn’t afraid to roll their sleeves up, to help deliver the best, most trusted customer service as we grow our business. In this role, you’ll play an integral part in helping the Customer Service team deliver world-class service to our Savings customers via in-app chat, email, and telephony. This includes liaising with internal and external stakeholders and delivering 5* service, 7 days a week whilst continually implementing process improvements and optimising resources. You will also successfully collaborate with our operations, technology, and compliance teams to ensure we achieve our company growth objectives.
As a tech-enabled business, there is a big focus on innovative AI/technology-focused solutions to create the optimum customer experience whilst also enabling Tembo to scale quickly. At Tembo, we utilise the latest tools and systems to deliver top-class service; you’ll own the ongoing training and utilisation of these tools to ensure the team are making the most of the tools at their fingertips (e.g. using Intercom AI to automatically resolve as many tickets as possible without human intervention).
Responsibilities & Qualifications
- Proven experience in a customer support or operations role within fintech, banking, or a regulated financial services environment.
- Comfortable responding to customers across in-app chat, email, and phone via platforms like Intercom.
- Strong written and verbal communication skills, with a focus on delivering empathetic, clear, and world-class customer service.
- Skilled in triaging queries and issues to internal teams (e.g. ISA Transfers, Payments, Home Purchase) and ensuring timely resolution.
- Experience working closely with internal stakeholders such as the Finance team to help resolve payments, deposits, and reconciliation queries.
- Ability to follow and improve internal processes while maintaining service-level targets and accuracy.
- Confident in using support tools and CRMs, tagging queries, and contributing to feedback loops that improve team workflows.
- Detail-oriented and proactive in identifying emerging customer issues or patterns and raising them for process review.
- Collaborative mindset, eager to work cross-functionally and support customers throughout their savings journey.
Pay Range And Compensation Package: £25,000.00 - £30,000.00 DoE plus monthly commission (post probation). Location: Hybrid, with an office in Central London (1-2 days per week in the office); however, for the right candidate, the role could be fully remote.
Customer Service Specialist - Tembo in London employer: Jobster
Contact Detail:
Jobster Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Specialist - Tembo in London
✨Tip Number 1
Get to know Tembo and its mission! Research the company’s values and recent achievements. When you chat with them, show that you’re genuinely excited about helping customers get on the property ladder.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with customers via chat, email, and phone, make sure you can convey empathy and clarity. Role-play common customer scenarios with a friend to build confidence.
✨Tip Number 3
Be ready to showcase your problem-solving skills. Think of examples from your past experiences where you’ve triaged queries or improved processes. Tembo loves innovation, so don’t hesitate to share your ideas!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and keen to join the team. Let’s get you on that customer service journey!
We think you need these skills to ace Customer Service Specialist - Tembo in London
Some tips for your application 🫡
Show Your Customer-Centric Side: When you're writing your application, make sure to highlight your experience in customer service. We want to see how you've gone above and beyond for customers in the past, so share some specific examples that showcase your skills!
Be Clear and Concise: We love a good story, but keep it relevant! Use clear and straightforward language in your application. This helps us understand your experience and how you can contribute to our mission of delivering world-class service.
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the values and responsibilities mentioned in the job description. Show us why you’re the perfect fit for Tembo!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team. Let’s get started on this journey together!
How to prepare for a job interview at Jobster
✨Know Your Stuff
Before the interview, make sure you understand Tembo's mission and values. Familiarise yourself with their products, especially the Cash ISA and Fixed ISA. This will show that you're genuinely interested in the company and can relate your experience to their goals.
✨Showcase Your Customer Service Skills
Prepare examples from your past roles where you've delivered exceptional customer service. Highlight situations where you resolved issues effectively or improved processes. This is crucial for a Customer Service Specialist role, so be ready to discuss how you can bring that 5* service to Tembo.
✨Be Tech-Savvy
Since Tembo is a tech-enabled business, brush up on your knowledge of customer support tools like Intercom. If you have experience with AI solutions or CRMs, mention it! Showing that you're comfortable with technology will give you an edge in this role.
✨Ask Thoughtful Questions
At the end of the interview, don’t shy away from asking questions. Inquire about how the team collaborates across departments or how they measure success in customer service. This demonstrates your interest in the role and helps you gauge if Tembo is the right fit for you.
