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- Tasks: Provide exceptional customer service and support to ensure fair outcomes for all customers.
- Company: Join Tandem, the UK's greener digital bank on a mission for positive change.
- Benefits: Enjoy 25 days annual leave, healthcare cash plan, and flexible working options.
- Why this job: Make a real impact while building trust and supporting customers in financial difficulty.
- Qualifications: Team player with a positive attitude and excellent organisational skills.
- Other info: Be part of a dynamic team with opportunities for personal and professional growth.
The predicted salary is between 20000 - 30000 ÂŁ per year.
Working Pattern: Monday to Friday, 9am to 5pm (with a 45-minute lunch break). Contractual hours will state Monday to Saturday between 8am to 7pm.
Salary: ÂŁ25,000 per annum and up to 20% bonus and benefits
Location: Cardiff, hybrid working
At Tandem, we are not just a bank; we are a movement for positive change. If you are an ambitious and dedicated Customer Service Executive ready to make an impact, we have a space with your name on it! This is a key role in ensuring that the fair treatment of customers is embedded within the Operations team whilst ensuring that fair customer outcomes are consistently delivered.
Your team: Collaborators in change
Our Operations teams handle all customer contact, managing inbound queries throughout the product lifecycle and supporting customers in financial difficulty or arrears. We aim to deliver exceptional service through knowledgeable, well-trained colleagues who meet our customers’ needs.
Your Impact: Building a greener tomorrow
- Build trust with customers, providing tailored information and managing inbound communication related to servicing and arrears.
- Ensure accurate issuance of regulatory documentation (e.g., statements, redemption quotes).
- Identify and refer issues requiring specialist handling (complaints, vulnerability, fraud).
- Handle customer complaints, investigating and resolving with a focus on fairness.
- Support vulnerable customers and address their specific needs with care.
- Proactively manage arrears, identifying causes and negotiating repayment solutions.
- Conduct Income and Expenditure assessments, making repayment decisions based on TCF principles.
- Ensure compliance with Company standards, FCA regulations, and customer treatment principles.
- Maintain competence through ongoing training and stay updated on regulatory changes.
- Contribute to company objectives, promoting fair customer outcomes.
We would love to hear from you if you are:
- A team player willing to go the extra mile and handle high call volumes efficiently.
- Positive can-do attitude with a flexible approach to meet business needs.
- Excellent organisational skills to manage tasks in a fast-paced environment.
- Honest, reliable, and committed to delivering high-quality service.
It would be great, but not essential if you have:
- Experience in financial services, with a strong understanding of relevant regulations and success in customer service and arrears management.
- Proven ability to manage arrears, apply forbearance measures, and identify vulnerable customers.
- Knowledge of FCA rules (including CONC), CCA, GDPR, and delivering fair customer outcomes.
- Understanding of how individual performance impacts wider company objectives in arrears collection.
Rewards that reflect your value, what’s in it for you?
- 25 days annual leave plus 8 days Bank Holiday
- 1 celebration day off for your birthday or additional religious calendar event
- Buy or sell up to 5 days holiday a year
- Healthcare cash plan through Westfield Health worth a minimum of ÂŁ750 per year
- Electric Vehicle salary sacrifice scheme
- Cycle to Work salary sacrifice scheme and a free helmet
- Salary sacrifice Pension contribution, 4% employee contributions matched with 4% Tandem contribution (Subject to salary eligibility)
- Smart Tech scheme (buy goods with 0% interest)
- 10% discount on solar panels
- Tandem Hub for treats, cash back and discounts on UK retailers
- 2 days per year paid volunteering
- Free cereal, snacks and drinks in all offices
- Quarterly team social budgets
Our Green Deal: Your Impact Amplified
A little welcome gift from us to you, we’ll plant a tree in the Tandem Grove and you can enter into our “Green Deal” below:
- Volunteer 2 days a year for charity > receive an early Friday finish
- Raise ÂŁ200 per annum for charity > Tandem provide PR and marketing support
- Have renewable energy at home > receive an additional 1 day annual leave
- Drive an electric car > receive ÂŁ500 towards a home charger
Ready to make your mark? Apply now and let’s pave the way to a greener world, together.
Our approach to DE&I is reflected in our hiring process so please let us know if you require any reasonable adjustments.
Tandem is an equal opportunity employer and is committed to meeting our responsibilities under the Equality Act (2010). We respect the diverse experience and talents that every individual brings to our Company, and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.
Please be aware that background checking (including credit and criminal records checks) form part of our recruitment process. We will adhere to our duties under the Rehabilitation of Offenders Act 1974.
Customer Service Executive in Cardiff employer: Tandem Bank
Contact Detail:
Tandem Bank Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Executive in Cardiff
✨Tip Number 1
Get to know Tandem and its values! Research the company culture and understand what it means to be part of a movement for positive change. This will help you connect with the interviewers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your customer service skills! Think about scenarios where you’ve gone above and beyond for a customer. Be ready to share these experiences during your interview, as they’ll highlight your ability to handle high call volumes and manage complaints effectively.
✨Tip Number 3
Prepare questions to ask your interviewers! Show your enthusiasm by asking about the team dynamics or how Tandem supports its employees in achieving fair customer outcomes. This not only demonstrates your interest but also helps you gauge if the company is the right fit for you.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and serious about joining Tandem on this exciting journey towards a greener future.
We think you need these skills to ace Customer Service Executive in Cardiff
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Service Executive role. Highlight your relevant experience in customer service and any knowledge of financial regulations, as this will show us you understand what we're looking for.
Show Your Personality: We want to see the real you! Don’t be afraid to let your personality shine through in your application. Share examples of how you've gone the extra mile for customers or tackled challenges with a positive attitude.
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and avoid jargon. We appreciate well-structured applications that make it easy for us to see your skills and experiences.
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. This way, we can easily track your application and ensure it gets the attention it deserves!
How to prepare for a job interview at Tandem Bank
✨Know the Company Inside Out
Before your interview, take some time to research Tandem. Understand their mission, values, and the services they offer. This will not only help you answer questions more effectively but also show your genuine interest in being part of their movement for positive change.
✨Prepare for Customer Scenarios
As a Customer Service Executive, you'll be dealing with various customer situations. Think of examples from your past experiences where you've successfully handled complaints or supported vulnerable customers. Be ready to discuss these scenarios and how you applied fairness and empathy.
✨Brush Up on FCA Regulations
Since the role involves compliance with FCA rules, it’s crucial to familiarise yourself with relevant regulations like CONC and TCF principles. Being able to discuss these during your interview will demonstrate your preparedness and understanding of the industry standards.
✨Showcase Your Team Spirit
Tandem values collaboration, so be prepared to talk about your experiences working in teams. Highlight instances where you went the extra mile to support your colleagues or contributed to achieving team goals. This will align with their emphasis on being 'Together' in their values.