At a Glance
- Tasks: Deliver exceptional customer support via chat, email, and phone for savings and ISA queries.
- Company: Join Tembo, an award-winning fintech helping people save and achieve home ownership.
- Benefits: Competitive salary, monthly commission, hybrid work, and a chance to grow with us.
- Other info: Dynamic start-up environment with opportunities for career growth and innovation.
- Why this job: Be part of a fast-paced team making a real difference in customers' financial journeys.
- Qualifications: Experience in customer service, especially in fintech, with strong communication skills.
The predicted salary is between 28500 - 28500 £ per year.
Tembo is an award-winning savings and mortgage platform, helping people grow their money and get onto the property ladder faster. Our ISA offering is at the core of what we do. With products like Cash ISAs and Lifetime ISAs, we make it simple for customers to maximise tax-free savings and build towards their goals with confidence. Designed to be competitive, flexible and easy to use, our savings products help customers make their money work harder.
Our savings and mortgage propositions work seamlessly together - supporting customers from their first pound saved through to home ownership and beyond. With rapid growth and ambitious plans for new products and innovation, we’re just getting started. We’re rated 4.8* on Trustpilot, with every customer review celebrated and a relentless focus on keeping that standard as we scale.
We’re backed by leading investors including Goodwater Capital, Aviva, McPike Family Global Office, Ascension and Love Ventures, alongside purpose-led partners such as Fair by Design, Barrow Cadbury, Joseph Rowntree Foundation and Big Society Capital.
What you’ll do
- Support customers across chat, email and phone, helping with savings and ISA-related queries, transfers, withdrawals and account support while delivering a fast, friendly and high-quality customer experience.
- Confidently handle customer queries and complaints, working closely with teams across operations, product, tech and compliance to resolve issues and improve outcomes for customers.
- Use the latest tools and systems (like Intercom AI) to deliver efficient, seamless support while helping us scale smarter.
- Champion our values, contribute ideas to improve customer journeys and processes, and play a key role in maintaining the high standards our customers expect from Tembo.
What we’re looking for
- Experience in customer service within fintech or regulated financial services.
- Strong knowledge of ISA and/or LISA products, including savings journeys, transfers, and withdrawals.
- Confident handling customer queries and complaints across chat, email and phone.
- Excellent communication skills with a customer-first mindset.
- High attention to detail and ability to work accurately in a regulated environment.
- Comfortable working across multiple systems and tools in a fast-paced environment.
- Strong problem-solving skills with a proactive approach to improving customer outcomes.
- Collaborative team player who works well across operations, compliance and tech teams.
- Passion for delivering exceptional customer experience in a fast-moving savings fintech.
- Comfortable thriving in a fast-paced, scaling start-up environment.
Location: Hybrid, with an office in London Bridge (1 day per week in the office)
Salary range: up to £28,500 (plus monthly commission upon passing probation)
Contract: This is a 9 month FTC (potential to extend beyond)
Our Values:
- Find a way: We innovate relentlessly to help customers get onto the property ladder.
- It’s all about the people: Customers, colleagues, and partners are at the heart of everything we do.
- We move quickly, listen to feedback, and evolve constantly.
Customer Service Specialist (9 Month FTC) employer: Tembo
Tembo is an exceptional employer, offering a dynamic remote work environment that prioritises employee well-being and professional growth. With a strong focus on inclusivity and diversity, employees enjoy generous benefits such as 25 days of holiday plus birthdays off, equity options, and the support of a dedicated case management team. As a leading digital mortgage platform, Tembo not only empowers its employees with pre-booked qualified appointments but also fosters a culture of collaboration and innovation, making it an ideal place for those seeking meaningful and rewarding careers in the financial services sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Specialist (9 Month FTC)
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Tembo.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Tembo. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Service Specialist (9 Month FTC)
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Tembo.
How to prepare for a job interview at Tembo
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Tembo's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Tembo offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
