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For Companies At a Glance
- Tasks: Deliver world-class customer service via chat, email, and phone while optimising processes.
- Company: Join Tembo, a disruptive fintech making home ownership dreams a reality.
- Benefits: Competitive salary, monthly commission, hybrid work, and growth opportunities.
- Why this job: Be part of a mission-driven team transforming the home buying experience for a new generation.
- Qualifications: Experience in customer support within fintech or financial services and strong communication skills.
- Other info: Dynamic startup environment with a focus on innovation and collaboration.
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 in City of London employer: Tembo
Contact Detail:
Tembo Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Specialist in City of London
✨Tip Number 1
Get to know Tembo's mission and values inside out. When you understand what drives the company, you can tailor your conversations to show how you align with their goals. This will make you stand out as a candidate who truly gets it!
✨Tip Number 2
Practice your customer service skills before the interview. Think about scenarios where you've gone above and beyond for a customer. Be ready to share these stories, as they’ll demonstrate your experience and commitment to delivering 5* service.
✨Tip Number 3
Don’t just wait for the interview; reach out to current employees on LinkedIn. Ask them about their experiences at Tembo and what they love about working there. This not only shows your enthusiasm but also gives you insider info that can help you in your discussions.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re proactive and genuinely interested in joining the team at Tembo.
We think you need these skills to ace Customer Service Specialist in City of London
Some tips for your application 🫡
Show Your Customer-Centric Side: When 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 specific examples that showcase your empathy and problem-solving skills.
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 mission of Tembo. We love innovation and a proactive attitude, so let us know how you embody these traits in your work.
Be Clear and Concise: In your written application, clarity is key. Use straightforward language and avoid jargon. We appreciate well-structured responses that get straight to the point while still showcasing your personality and enthusiasm for the role.
Apply Through Our Website: We encourage you to apply directly through our website. This not only streamlines the process but also shows us that you're genuinely interested in joining our team. Plus, it’s super easy to do!
How to prepare for a job interview at Tembo
✨Know the Company Inside Out
Before your interview, dive deep into Tembo's mission and values. Understand their innovative approach to home ownership and how they leverage technology. This will not only show your enthusiasm but also help you align your answers with their goals.
✨Showcase Your Customer-Centric Mindset
Prepare examples from your past experiences where you delivered exceptional customer service. Highlight situations where you went above and beyond to resolve issues or improve processes, as this aligns perfectly with Tembo's focus on world-class service.
✨Familiarise Yourself with Support Tools
Since the role involves using platforms like Intercom, brush up on your knowledge of these tools. If you have experience with similar CRMs or support systems, be ready to discuss how you've used them to enhance customer interactions.
✨Emphasise Collaboration Skills
Tembo values teamwork across departments. Prepare to discuss how you've successfully collaborated with different teams in the past. Share specific examples that demonstrate your ability to work cross-functionally and contribute to a positive team environment.
