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- Tasks: Support customers through their home buying journey and resolve complex queries.
- Company: Join Tembo, a disruptive savings and mortgage platform on a mission to help new home buyers.
- Benefits: Competitive salary, hybrid work model, and opportunities for professional growth.
- Why this job: Be part of a mission-driven team making home ownership accessible for everyone.
- Qualifications: Experience in operations or customer-facing roles, strong communication skills, and attention to detail.
- Other info: Dynamic startup environment with a focus on innovation and customer satisfaction.
The predicted salary is between 24000 - 32000 £ per year.
About Tembo
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 also leave no stone unturned to 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 are well funded by Goodwater Capital, Aviva, McPike Family Global Office, Ascension, Love Ventures, as well as 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 a proactive, sleeves-rolled-up Operations Associate to join our Savings Operations team, playing a key role as we scale the business. This is a true all-rounder role and a great opportunity for someone who wants to learn the end-to-end world of Savings Operations. You’ll support customers through some of their most important financial moments while gaining broad exposure across operational, customer and risk-focused work.
The role breaks down into three core areas:
- Home Purchase Support - You’ll support the Home Purchase team by processing Lifetime ISA withdrawals, handling customer queries, coordinating with solicitors and providers, and ensuring withdrawals are completed accurately and on time during a high-stakes customer journey.
- Escalations Support - You’ll work closely with our Escalations team, helping investigate and resolve more complex queries before they escalate to a formal complaint.
- Complaints Support - gathering information, liaising with internal teams, and supporting fair, timely outcomes for customers.
You’ll gain exposure to the broader Savings Operations ecosystem - supporting day-to-day operational work, learning controls and processes, and contributing ideas to improve efficiency, accuracy and scalability as the business grows. If you enjoy variety, learning fast, and taking ownership across multiple workstreams, this role offers a strong foundation in Savings Operations and the chance to build real depth quickly.
Responsibilities & Qualifications
- Proven experience in an operations or customer-facing role within fintech, banking, or a regulated financial services environment.
- Comfortable supporting customers across in-app chat, email and phone, using tools such as Intercom, particularly during high-stakes journeys like Lifetime ISA withdrawals and home purchases.
- Strong written and verbal communication skills, with the ability to deliver clear, empathetic and accurate support, even in complex or time-sensitive situations.
- Experience triaging and coordinating queries across multiple internal teams (e.g. Home Purchase, Escalations, Complaints, Payments, ISA Transfers) to drive timely and accurate outcomes.
- Confidence working with Finance and Operations teams to help resolve payment issues, investigate discrepancies, and support reconciliations where needed.
- Strong attention to detail, with the ability to follow defined processes and controls while maintaining service levels, accuracy and regulatory standards.
- Comfortable using support tools, CRMs and case-management systems, including tagging, documentation and contributing to feedback loops that improve team workflows.
- Proactive in spotting recurring issues, operational risks or customer pain points, and raising these for review or process improvement.
- A collaborative, hands-on mindset, keen to learn the end-to-end Savings Operations journey and support customers through some of their most important financial moments.
Pay range and compensation package: £28,000.00 - £32,000.00
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.
Operations Associate in London employer: Tembo
Contact Detail:
Tembo Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations Associate in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching Tembo and its mission. Understand their products and values so you can show how you align with their goals. This will help you stand out as a candidate who truly gets what they’re about.
✨Tip Number 3
Practice your communication skills! Since this role involves supporting customers through important financial moments, being clear and empathetic in your responses is key. Role-play common scenarios with friends or family to build confidence.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in joining the team at Tembo.
We think you need these skills to ace Operations Associate in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Operations Associate role. Highlight your experience in operations or customer-facing roles, especially in fintech or banking, to show us you’re the right fit!
Show Off Your Communication Skills: Since this role involves supporting customers through important financial moments, it’s crucial to demonstrate your strong written and verbal communication skills. Use clear and empathetic language in your application to reflect this.
Be Proactive and Detail-Oriented: We love candidates who are proactive! Mention any experiences where you’ve spotted issues or improved processes. This shows us you’re ready to take ownership and contribute to our mission of helping customers get on the property ladder.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. We can’t wait to see what you bring to the table!
How to prepare for a job interview at Tembo
✨Know the Company Inside Out
Before your interview, dive deep into Tembo's mission and values. Understand their innovative approach to home ownership and how they support customers through their financial journeys. This knowledge will help you connect your answers to their goals and show that you're genuinely interested in being part of their team.
✨Showcase Your Customer Support Skills
Since the role involves supporting customers during high-stakes moments, prepare examples from your past experiences where you've successfully handled customer queries or complaints. Highlight your ability to communicate clearly and empathetically, especially in complex situations, as this aligns with what Tembo values.
✨Demonstrate Proactivity and Problem-Solving
Tembo is looking for someone who can spot issues and suggest improvements. Think of instances where you've identified operational risks or customer pain points and how you addressed them. Be ready to discuss how you can contribute to enhancing efficiency and accuracy in their Savings Operations.
✨Prepare Questions That Matter
At the end of the interview, you'll likely have a chance to ask questions. Prepare thoughtful ones that reflect your interest in the role and the company, such as inquiries about their future product innovations or how they measure success in customer satisfaction. This shows you're not just there to answer questions but are also keen to engage in a two-way conversation.
