At a Glance
- Tasks: Deliver top-notch customer service via chat, email, and phone while optimising processes.
- Company: Join Tembo, a mission-driven fintech 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 continuous improvement and customer satisfaction.
- Why this job: Be part of a dynamic team making home ownership dreams come true with innovative tech.
- Qualifications: Experience in customer support within fintech or financial services and strong communication skills.
The predicted salary is between 30000 - 40000 £ 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, and we’ve recently launched a Cash ISA to complement our existing Lifetime ISA products.
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 be responsible for 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. 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.
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).
Remote Customer Service Specialist - Savings in Middlesbrough employer: Tembo
At Tembo, we pride ourselves on being a mission-driven employer that values innovation and collaboration. Our hybrid work culture allows for flexibility while fostering a supportive environment where every team member's voice is heard. With a strong focus on employee growth and the latest technology tools at your disposal, joining us as a Remote Customer Service Specialist means being part of a rapidly growing fintech company dedicated to making home ownership accessible for all.
StudySmarter Expert Advice🤫
We think this is how you could land Remote Customer Service Specialist - Savings in Middlesbrough
✨Tip Number 1
Get to know the company inside out! Research Tembo's mission, values, and recent developments. This will not only help you tailor your approach but also show that you're genuinely interested in being part of their journey.
✨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 scenarios with friends or family to get comfortable with different customer interactions.
✨Tip Number 3
Show off your tech-savviness! Familiarise yourself with tools like Intercom and any other platforms Tembo uses. Being able to demonstrate your ability to leverage technology for customer service will set you apart from the competition.
✨Tip Number 4
Don’t forget to network! Connect with current employees on LinkedIn or join relevant groups. Engaging with the community can provide insights and even lead to referrals, making your application stand out when you apply through our website.
We think you need these skills to ace Remote Customer Service Specialist - Savings in Middlesbrough
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.
Tailor Your Application:Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the values and mission of Tembo. We love innovation and a proactive attitude, so let us know how you embody these traits in your work.
Be Clear and Concise:We appreciate clear communication, so keep your application straightforward and to the point. Use bullet points where possible to make it easy for us to read through your experiences and skills quickly.
Apply Through Our Website:Make sure to apply through our website to ensure your application gets to the right place. It’s the best way for us to track your application and get back to you as soon as possible!
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 leverage technology in customer service. This will not only show your enthusiasm but also help you align your answers with their goals.
✨Showcase Your Customer-Centric Mindset
Prepare examples from your past experiences where you delivered exceptional customer service. Highlight situations where you went above and beyond to resolve issues or improve processes. This is crucial for a role focused on delivering 5* service.
✨Familiarise Yourself with Relevant Tools
Since the role involves using platforms like Intercom, brush up on your knowledge of these tools. If you have experience with similar software, be ready to discuss how you used it to enhance customer interactions and streamline processes.
✨Emphasise Collaboration Skills
Tembo values teamwork across departments. Prepare to discuss how you've successfully collaborated with different teams in the past. Share specific examples that demonstrate your ability to work cross-functionally and support customers throughout their journey.
