At a Glance
- Tasks: Deliver top-notch customer service via chat, email, and phone while optimising processes.
- Company: Join a mission-driven fintech startup revolutionising home ownership for the next generation.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on innovation and continuous improvement.
- Why this job: Be part of a dynamic team making home ownership dreams a reality for many.
- Qualifications: Experience in customer support within fintech or financial services is essential.
The predicted salary is between 35000 - 45000 £ 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. 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 ultimately match them with the best mortgage product to get them onto the ladder more quickly. Our savings business is growing rapidly, and we’ve recently launched a Cash 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 rated 5* on Trustpilot with every single customer review celebrated, and we are determined to find a way to ensure we retain that customer love as we scale. 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.
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 also 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).
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.
Additional Information:
Location: Hybrid, with an office in Central London (1-2 days per week in the office).
Savings Customer Experience Specialist (Hybrid) in London employer: Tembo
At Tembo, we pride ourselves on being a mission-driven organisation that values innovation and customer-centricity. As a Savings Customer Experience Specialist, you'll thrive in a dynamic hybrid work environment in Central London, where collaboration and continuous improvement are at the heart of our culture. With a strong focus on employee growth and the latest technology tools at your disposal, you'll play a vital role in delivering exceptional service while contributing to our ambitious plans for the future.
StudySmarter Expert Advice🤫
We think this is how you could land Savings Customer Experience Specialist (Hybrid) in London
✨Tip Number 1
Get to know Tembo inside out! Familiarise yourself with their products, especially the Cash ISA and Lifetime ISA. This way, when you chat with them, you can show off your knowledge and passion for helping customers get on the property ladder.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with customers via chat, email, and phone, make sure you can convey empathy and clarity. Role-play with a friend or use online resources to sharpen those skills before your interview.
✨Tip Number 3
Show your problem-solving chops! Think of examples from your past roles where you’ve triaged queries or improved processes. Tembo loves innovation, so come prepared with ideas on how you could enhance customer service using tech.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re keen on being part of the Tembo family right from the start. Don’t miss out on this opportunity!
We think you need these skills to ace Savings Customer Experience Specialist (Hybrid) in London
Some tips for your application 🫡
Show Your Customer-Centric Side:When you're 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 a Savings Customer Experience Specialist.
Tailor Your Application:Don’t just send a generic application our way. Take the time to tailor your CV and cover letter to reflect the values and mission of Tembo. Show us how you align with our goal of helping customers get on the property ladder!
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 showcase your application in the best light possible. 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 Lifetime ISA. This will show that you're genuinely interested in the company and its goals.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've delivered exceptional customer service. Highlight situations where you’ve resolved issues or improved processes, as this aligns perfectly with the role's focus on world-class service.
✨Be Ready to Discuss Technology
Since Tembo is a tech-enabled business, brush up on your knowledge of customer support tools like Intercom. Be prepared to discuss how you’ve used technology to enhance customer experience in previous roles.
✨Demonstrate a Collaborative Mindset
Tembo values teamwork, so think of examples where you've worked cross-functionally. Show how you can liaise effectively with different teams, such as Finance or Operations, to resolve customer queries and improve service delivery.
