At a Glance
- Tasks: Solve complex customer issues and collaborate across teams to deliver timely resolutions.
- Company: Join Tembo, an award-winning savings and mortgage platform with a customer-first approach.
- Benefits: Competitive salary up to £30,000, hybrid work, and monthly commission after probation.
- Other info: Be part of a diverse team focused on continuous improvement and exceptional customer outcomes.
- Why this job: Make a real impact by improving customer experiences in a fast-paced, innovative environment.
- Qualifications: Experience in fintech or banking, with strong problem-solving and communication skills.
The predicted salary is between 56059 - 68517 £ 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, Mc Pike 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.
About the Role
We’re looking for a customer-first Escalations Specialist who thrives on solving complex problems and delivering fair, timely outcomes for customers.
You'll sit between our Customer Support and Complaints teams, taking ownership of complex customer issues that require deeper investigation, specialist knowledge and cross-functional collaboration.
You'll become a subject matter expert across Tembo's savings products and processes, using your knowledge of ISAs, transfers, withdrawals and savings operations to investigate issues, identify root causes and drive resolutions.
You'll work closely with Customer Support, Complaints, Operations, Finance Operations, Product, Tech and Compliance teams to ensure customer concerns are resolved efficiently and lessons learned are fed back into the business.
With a strong focus on continuous improvement, you'll identify trends, challenge existing processes and help improve customer journeys, operational efficiency and customer outcomes.
You'll also champion our values, contribute ideas to improve how we support customers and play a key role in maintaining the high standards our customers expect from Tembo.
Responsibilities
- Take ownership of complex customer issues that require deeper investigation, specialist knowledge and cross-functional collaboration.
- Become a subject matter expert across Tembo's savings products and processes.
- Investigate issues, identify root causes and drive resolutions.
- Work closely with Customer Support, Complaints, Operations, Finance Operations, Product, Tech and Compliance teams.
- Identify trends, challenge existing processes and help improve customer journeys, operational efficiency and customer outcomes.
- Contribute ideas to improve how we support customers.
Qualifications
- Experience within fintech, banking or regulated financial services.
- Expert knowledge of ISA and LISA products, including transfers, withdrawals, subscriptions and savings journeys.
- Strong understanding of ISA regulations and operational processes.
- Experience handling escalated customer issues, complaints or complex investigations.
- Required Skills
- Excellent problem-solving and root cause analysis skills.
- Strong written and verbal communication skills, with the ability to explain complex issues clearly and confidently.
- High attention to detail and ability to make balanced decisions in a regulated environment.
- Comfortable working across multiple systems and tools in a fast-paced environment.
- Ability to build strong relationships and work collaboratively across Operations, Compliance, Finance Operations, Product and Tech teams.
- Passion for delivering exceptional customer outcomes and improving customer experiences.
- Comfortable thriving in a fast-paced, scaling start-up environment.
- Pay range
- Salary range: up to £30,000 (plus monthly commission upon passing probation)
- Equal Opportunity Statement
We are committed to diversity and inclusivity.
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.
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Escalations Specialist (Complaints) 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 Escalations Specialist (Complaints)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Tembo. 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 Tembo 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 Escalations Specialist (Complaints)
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 Tembo:Your cover letter is your chance to shine! Tell us why you want to work at Tembo 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 Tembo!
How to prepare for a job interview at Tembo
✨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.
