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- Tasks: Support Savings customers via chat, email, and phone while improving processes.
- Company: Tembo is a disruptive savings and mortgage platform helping new home buyers achieve ownership.
- Benefits: Enjoy hybrid work options and be part of an innovative, mission-driven team.
- Why this job: Join a 5-star rated company focused on customer love and continuous improvement.
- Qualifications: Experience in customer support within fintech or banking; strong communication skills required.
- Other info: Work in a collaborative environment with opportunities for growth and innovation.
The predicted salary is between 30000 - 42000 £ per year.
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 purchase their homes years ahead of traditional methods. 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 match them with the best mortgage products to accelerate their path onto the ladder. Our savings business is growing rapidly, and we have launched a Cash ISA to complement our existing Lifetime ISA products. We have ambitious plans for new products and innovations in the future.
We are a mission-centric organization that values:
- Find a way - representing our desire to innovate and leave no stone unturned to help customers get on the ladder
- It’s all about the people - customers, colleagues, partners — we are all human, and without them, we are nothing
- If you don’t like it, change it - as a startup, we constantly listen to data and evolve; every opinion counts
We are rated 5* on Trustpilot, with every customer review celebrated. We are committed to maintaining this customer love as we scale. Our funding comes from reputable backers including Goodwater Capital, Aviva, McPike Family Global Office, Ascension, Love Ventures, and ethical organizations such as Fair by Design, Barrow Cadbury, Joseph Rowntree Foundation, and Big Society Capital.
We’re seeking an experienced, customer-centric Customer Service Specialist who is eager to contribute to delivering trusted, top-quality customer service as we grow. You will play an integral role in the Customer Service team, providing excellent support to our Savings customers via in-app chat, email, and phone, liaising with internal and external stakeholders, and delivering 5-star service 7 days a week. You will also focus on process improvements and resource optimization, collaborating with operations, technology, and compliance teams to meet our growth objectives.
As a tech-enabled business, we emphasize innovative AI and technological solutions to enhance customer experience and enable rapid scaling. You will be responsible for ongoing training and the effective use of tools such as Intercom AI to resolve tickets efficiently.
Qualifications:
- Proven experience in customer support or operations within fintech, banking, or regulated financial services
- Comfortable responding via in-app chat, email, and phone platforms like Intercom
- Excellent written and verbal communication skills, with a focus on empathy and clarity
- Ability to triage queries to internal teams and ensure timely resolution
- Experience working with internal stakeholders such as Finance for payments, deposits, and reconciliation issues
- Capability to follow and improve internal processes while maintaining service standards
- Proficiency with support tools, CRMs, and contributing to workflow improvements
- Detail-oriented, proactive in identifying customer issues, and capable of raising concerns for process review
- Collaborative mindset, eager to support customers throughout their savings journey
Additional Information:
- Location: Hybrid, with 1-2 days/week in our Central London office
- Seniority level: Not Applicable
- Employment type: Full-time
- Job function: Other
Customer Service Specialist - Savings employer: Tembo
Contact Detail:
Tembo Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Specialist - Savings
✨Tip Number 1
Familiarise yourself with Tembo's mission and values. Understanding their focus on innovation and customer-centricity will help you align your responses during interviews, showcasing how your own values resonate with theirs.
✨Tip Number 2
Brush up on your knowledge of fintech and the specific tools mentioned in the job description, like Intercom AI. Being able to discuss these technologies confidently will demonstrate your readiness to contribute from day one.
✨Tip Number 3
Prepare examples from your past experience that highlight your ability to provide exceptional customer service. Focus on situations where you improved processes or resolved complex issues, as this aligns with their emphasis on process improvements.
✨Tip Number 4
Network with current or former employees of Tembo on platforms like LinkedIn. Gaining insights into their experiences can provide you with valuable information to tailor your approach and show genuine interest in the company culture.
We think you need these skills to ace Customer Service Specialist - Savings
Some tips for your application 🫡
Understand the Company: Familiarise yourself with Tembo's mission and values. Highlight how your personal values align with their focus on innovation, customer-centricity, and adaptability in your application.
Tailor Your CV: Ensure your CV reflects relevant experience in customer support or operations, particularly within fintech or banking. Use specific examples that demonstrate your ability to provide excellent customer service and resolve issues effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your communication skills and empathy. Discuss your experience with tools like Intercom and your approach to improving processes while maintaining high service standards.
Highlight Relevant Skills: In your application, emphasise your detail-oriented nature and proactive problem-solving abilities. Mention any experience you have with internal stakeholders and how you've contributed to workflow improvements in previous roles.
How to prepare for a job interview at Tembo
✨Show Your Customer-Centric Mindset
Tembo values a customer-first approach, so be ready to share examples of how you've gone above and beyond for customers in previous roles. Highlight your empathy and communication skills, as these are crucial for a Customer Service Specialist.
✨Familiarise Yourself with Fintech Trends
Since the role is within a fintech environment, it’s beneficial to understand current trends and technologies in the industry. Research Tembo's offerings, especially their Cash ISA and Lifetime ISA products, to demonstrate your knowledge during the interview.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and how you handle customer queries. Prepare specific scenarios where you successfully resolved issues or improved processes, showcasing your proactive nature and attention to detail.
✨Emphasise Collaboration Skills
As the role involves liaising with various internal teams, be prepared to discuss your experience working collaboratively. Share instances where you’ve worked with finance or compliance teams to resolve customer issues, highlighting your teamwork and communication skills.
