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.
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.
Location: Hybrid, with an office in Central London (1-2 days per week in the office).
Remote Customer Service Specialist - Savings in Norfolk 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 input is valued. 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 Norfolk
✨Tip Number 1
Get to know Tembo's mission and values inside out. When you chat with us, show how your experience aligns with our goal of helping customers get on the property ladder. It’s all about connecting your story to ours!
✨Tip Number 2
Practice your customer service skills before the interview. Think about how you would handle tricky situations or customer queries, especially in a fintech context. We love candidates who can demonstrate empathy and clear communication.
✨Tip Number 3
Be ready to discuss how you’ve used technology in previous roles. We’re all about innovation at Tembo, so share examples of how you’ve leveraged tools like Intercom or other CRMs to enhance customer experiences.
✨Tip Number 4
Don’t forget to ask questions during your interview! Show us you’re curious about our products and how we operate. This not only demonstrates your interest but also helps you understand if we’re the right fit for you.
We think you need these skills to ace Remote Customer Service Specialist - Savings in Norfolk
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 and skills without getting lost in the details.
Tailor Your Application:Make sure to tailor your application to our mission and values. Show us how you align with our goal of helping customers get on the property ladder and how you can contribute to our innovative approach.
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. Plus, it gives you a chance to explore more about what we do at Tembo!
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 that focuses 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 and streamline processes.
✨Emphasise Collaboration Skills
Tembo values teamwork across various departments. Prepare to discuss how you've successfully collaborated with different teams in the past. Share specific examples of how you communicated effectively with stakeholders to resolve customer queries or improve service delivery.
