At a Glance
- Tasks: Provide exceptional customer service and support for savings products.
- Company: Join Tandem, a leading challenger bank focused on sustainable digital banking.
- Benefits: Enjoy 25 days leave, healthcare plans, and flexible working options.
- Other info: Be part of a dynamic team with opportunities for growth and volunteering.
- Why this job: Make a real impact in shaping the future of banking while helping customers.
- Qualifications: Customer service experience and a positive, can-do attitude are essential.
The predicted salary is between 24500 - 24500 £ 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: £24,500 per annum and up to 20% bonus and benefits.
Location: Chester-le-Street (Drum Industrial Estate), hybrid working after probation.
💚 Shaping the future of sustainable digital banking 💚
Launched in 2014 as one of the UK’s original challenger banks, Tandem is proudly headquartered in the Northwest, with over 500 people working across the UK. People join Tandem because they want to shape something meaningful. Here, you’ll use your skills to create products that empower people to make better financial choices and lower their environmental impact.
Recognised in The Sunday Times Best Places to Work for 2024 and 2025, Tandem has also been named in The Sunday Times 100 Tech list for two consecutive years in 2025 and 2026 – a list of the fastest growing tech companies in Britain, reflective of our growing industry presence. Tandem was also awarded Investor in Customers’ Gold Standard based on customer and employee feedback and is a Certified™ Great Place to Work®.
Your team: Collaborators in change
Our Operations teams handle all customer contact, managing inbound queries throughout the product lifecycle and supporting customers with their savings products. 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 savings products.
- 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.
- 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 and best practices.
We’d love to hear from you if you are:
- Previous savings and ISA knowledge.
- 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.
- Knowledge of FCA rules (including CONC), CCA, GDPR, and delivering fair customer outcomes.
- Understanding of how individual performance impacts wider company objectives.
Rewards that reflect your value, what’s in it for you?
- 25 days annual leave plus 8 days Bank Holiday.
- An additional day off for a ‘celebration day’ including, but not limited to, birthdays, weddings, religious holidays, graduations etc.
- Buy or sell up to 5 days holiday a year.
- Healthcare cash plan through Westfield Health.
- Life Assurance at 3 x salary.
- 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.
Please note, some benefits are subject to eligibility criteria, such as passing your probation.
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 14.25 hours a year for charity > receive a half day on a Friday.
- Take part in a fundraising event > Tandem will match up to £200 a year.
- Have renewable energy at home > receive an additional 1-day annual leave.
- Drive an electric car > receive £500 towards a home charger.
- Use public transport or have a low emissions/hybrid car > entry into a £200 prize draw.
- Sign up to cycle to work scheme > receive £30 voucher for a cycling helmet.
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 Durham employer: Tandem Bank
Tandem is an exceptional employer that prioritises employee well-being and growth, offering a flexible part-time role as an Operations Administrator in the vibrant city of Cardiff. With a strong commitment to sustainability and a culture that values every voice, employees benefit from generous leave policies, a comprehensive benefits package, and opportunities for professional development, all while contributing to meaningful change in the banking sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Executive in Durham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Tandem Bank. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Tandem Bank before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Executive in Durham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Tandem Bank:Your cover letter is your chance to shine! Tell us why you want to work at Tandem Bank specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Tandem Bank!
How to prepare for a job interview at Tandem Bank
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
