At a Glance
- Tasks: Deliver top-notch customer service via chat, email, and phone while optimising processes.
- Company: Join a tech-driven fintech company focused on innovative solutions.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on using cutting-edge technology.
- Why this job: Be part of a dynamic team making a real difference in customer experiences.
- Qualifications: Experience in customer support within fintech or banking, strong communication skills.
The predicted salary is between 30000 - 40000 £ per year.
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 be responsible for playing 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 (using Intercom AI to automatically resolve as many tickets as possible without human intervention).
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.
Location: Hybrid, with an office in Central London (1-2 days per week in the office).
Customer Service Specialist - Savings employer: Tembo
At Tembo, we pride ourselves on being an exceptional employer that values innovation and customer-centricity. Our hybrid work model allows for flexibility while fostering a collaborative culture in our Central London office, where employees are encouraged to grow through ongoing training and the use of cutting-edge technology. Join us to be part of a dynamic team dedicated to delivering world-class service and making a meaningful impact in the fintech space.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Specialist - Savings
✨Tip Number 1
Get to know the company inside out! Research Tembo's values, mission, and the tech they use. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨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 with a friend or use online resources to sharpen those skills.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Don’t forget to 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 keen to join the team at Tembo.
We think you need these skills to ace Customer Service Specialist - Savings
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in customer service, especially in fintech or banking. We want to see how your skills align with our mission to deliver world-class service!
Show Off Your Communication Skills:Since strong written and verbal communication is key for this role, use your application to demonstrate these skills. Keep it clear, concise, and friendly – just like how we want you to interact with our customers!
Highlight Your Problem-Solving Abilities:We love candidates who can think on their feet! Share examples of how you've triaged queries or resolved issues in the past. This will show us that you're proactive and detail-oriented, just what we need in our Customer Service team.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy – just a few clicks and you’re done!
How to prepare for a job interview at Tembo
✨Know Your Customer Service Stuff
Make sure you brush up on your customer service skills, especially in a fintech context. Be ready to share specific examples of how you've delivered exceptional service in previous roles, particularly through in-app chat, email, or phone.
✨Familiarise Yourself with the Tools
Since this role involves using tools like Intercom AI, it’s a good idea to get acquainted with them beforehand. If you can, try to demonstrate your understanding of how these tools can enhance customer experience during the interview.
✨Show Off Your Communication Skills
Strong written and verbal communication is key for this position. Practice articulating your thoughts clearly and empathetically, as you'll need to convey complex information simply and effectively to customers.
✨Be Ready to Collaborate
This role requires working closely with various internal teams. Prepare to discuss how you've successfully collaborated in the past, and think about how you can contribute to improving processes and workflows in this new role.
