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 have huge plans for new products and innovation in the future.
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 Newport employer: Tembo
At Tembo, we pride ourselves on being a mission-driven organisation that values innovation and collaboration. As a Remote 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 that is making home ownership accessible for all.
StudySmarter Expert Advice🤫
We think this is how you could land Remote Customer Service Specialist - Savings in Newport
✨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 other CRMs. Being able to demonstrate your ability to use these platforms effectively will set you apart from other candidates.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and ready to take the first step towards joining the Tembo team.
We think you need these skills to ace Remote Customer Service Specialist - Savings in Newport
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 some specific examples that showcase your skills!
Be Clear and Concise:We love a good story, but keep it relevant! Use clear and straightforward language in your application. This helps us understand your experience quickly and shows off your communication skills, which are super important for this role.
Tailor Your Application:Don’t just send a generic application! Take the time to tailor your CV and cover letter to match our job description. Mention specific tools or processes you’ve used that align with what we do at Tembo, especially in fintech or customer support.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our mission-driven team!
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 CRMs or support systems, be ready to discuss how you used them to enhance customer interactions.
✨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 contribute to a positive team environment.
