At a Glance
- Tasks: Solve complex customer issues and improve their experience with our savings products.
- Company: Join Tembo, an award-winning fintech helping people save and own homes faster.
- Benefits: Competitive salary, monthly commission, hybrid work, and a focus on personal growth.
- Other info: Be part of a dynamic team with a commitment to continuous improvement and customer satisfaction.
- Why this job: Make a real difference in customers' lives while working in a fast-paced, innovative environment.
- Qualifications: Experience in fintech or banking, strong problem-solving skills, and excellent communication.
The predicted salary is between 30000 - 30000 £ 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.
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.
What we’re looking for:
- 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
- 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
Location: Hybrid, with an office in London Bridge (1 day per week in the office)
Salary range: up to £30,000 (plus monthly commission upon passing probation).
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.
Escalations Specialist - Savings in London employer: Tembo
Tembo is an exceptional employer that prioritises a customer-first approach while fostering a collaborative and innovative work culture. With a strong focus on employee growth, you will have the opportunity to become a subject matter expert in savings products and processes, all within a supportive hybrid environment located in the vibrant London Bridge area. Join us to be part of a rapidly growing fintech company that values your contributions and champions continuous improvement for both customers and employees.
