At a Glance
- Tasks: Deliver world-class customer service via chat, email, and phone while optimising processes.
- Company: Join a mission-driven fintech startup revolutionising home ownership for a new generation.
- Benefits: Hybrid work model, competitive pay, and opportunities for professional growth.
- Other info: Dynamic environment with a focus on collaboration and continuous improvement.
- Why this job: Be part of a team that makes home ownership dreams come true with innovative tech solutions.
- Qualifications: Experience in customer support within fintech or regulated financial services is essential.
The predicted salary is between 36000 - 60000 € 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 buy their home years ahead of the alternative. 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 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 retain that customer love as we scale. We are well funded by Goodwater Capital, Aviva, McPike Family Global Office, Ascension, Love Ventures, and 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 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.
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 London employer: Tembo
At Tembo, we pride ourselves on being a mission-driven organisation that values innovation and collaboration. As a Customer Service Specialist, you'll be part of a dynamic team dedicated to delivering exceptional service to our customers while utilising cutting-edge technology. With a strong focus on employee growth and a supportive work culture, we offer a unique opportunity to contribute to a rapidly growing fintech company in the heart of Central London, where your ideas and efforts will directly impact the lives of aspiring homeowners.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Specialist in London
✨Tip Number 1
Get to know Tembo and its mission inside out. When you’re chatting with us, show that you understand our values and how we help customers get on the property ladder. This will make you stand out as someone who truly gets what we’re about!
✨Tip Number 2
Practice your communication skills! Whether it’s in-app chat or over the phone, being clear and empathetic is key. Try role-playing common customer scenarios with a friend to boost your confidence before the real deal.
✨Tip Number 3
Don’t just wait for the interview; engage with us on social media! Comment on our posts or share your thoughts about the fintech industry. It shows initiative and helps us see your personality beyond the application.
✨Tip Number 4
When you apply through our website, make sure to highlight any experience with tech tools like Intercom. We love candidates who are comfortable with technology and can help us innovate our customer service!
We think you need these skills to ace Customer Service Specialist in 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.
Be Clear and Concise:We love a good story, but keep it relevant! Use clear and straightforward language in your application. Make sure your points are easy to understand and directly relate to the role of Customer Service Specialist.
Tailor Your Application:Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect our mission and values. Show us how you align with our goal of helping customers get on the property ladder and how you can contribute to our innovative approach.
Apply Through Our Website:We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to see all the details about the role and our company culture. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at Tembo
✨Know the Company Inside Out
Before your interview, make sure you understand Tembo's mission and values. Familiarise yourself with their products, especially the Cash ISA and Fixed ISA. This will show that you're genuinely interested in the company and can align your customer service approach with their goals.
✨Showcase Your Customer-Centric Mindset
Prepare examples from your past experiences where you've gone above and beyond for customers. Highlight how you’ve used empathy and clear communication to resolve issues. This is crucial for a role focused on delivering world-class service.
✨Be Ready to Discuss Tech Tools
Since Tembo is tech-enabled, brush up on your knowledge of customer support tools like Intercom. Be prepared to discuss how you've used technology to enhance customer experience and streamline processes in previous roles.
✨Demonstrate a Collaborative Spirit
Tembo values teamwork, so think of instances where you've worked cross-functionally. Share how you’ve collaborated with different teams to solve customer issues or improve processes, showing that you can thrive in a dynamic startup environment.
