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- Tasks: Lead a customer service team to deliver exceptional support and improve processes.
- Company: Tembo, an award-winning savings and mortgage platform with a strong focus on innovation.
- Benefits: Competitive salary, commission opportunities, hybrid work, and a supportive team culture.
- Why this job: Join a fast-growing fintech and make a real impact on customer experiences.
- Qualifications: Experience in customer service leadership within fintech or regulated financial services.
- Other info: Dynamic environment with opportunities for personal and professional growth.
The predicted salary is between 32000 - 40000 £ per year.
About Tembo
Tembo is an award-winning savings and mortgage platform, helping people grow their money and get onto the property ladder faster. Our ISA offering is at the core of what we do. With products like Cash ISAs and Lifetime ISAs, we make it simple for customers to maximise tax-free savings and build towards their goals with confidence. Designed to be competitive, flexible and easy to use, our savings products help customers make their money work harder.
Our savings and mortgage propositions work seamlessly together - supporting customers from their first pound saved through to home ownership and beyond. With rapid growth and ambitious plans for new products and innovation, we’re just getting started. We’re rated 4.8* on Trustpilot, with every customer review celebrated and a relentless focus on keeping that standard as we scale.
We’re backed by leading investors including Goodwater Capital, Aviva, McPike Family Global Office, Ascension and Love Ventures, alongside purpose-led partners such as Fair by Design, Barrow Cadbury, Joseph Rowntree Foundation and Big Society Capital.
What you’ll do
We’re looking for an experienced, customer-first Customer Service Team Lead who’s ready to roll up their sleeves and raise the bar as we scale. You’ll lead a team delivering outstanding support across all channels, handling escalations, complex cases and working with stakeholders across the business to ensure a world-class customer experience. You’ll own team performance across quality, productivity and customer satisfaction, while driving continuous improvement and process efficiency. Working closely with product, tech and compliance (to name a few) you’ll help us scale without compromising on service or regulatory standards.
With a strong focus on AI and automation, you’ll ensure the team is getting maximum value from our tools (like Intercom AI), embedding them into day-to-day service delivery. You’ll champion our values, develop your team, and use data and insights to influence decisions on product, process and future investment.
What we’re looking for
- Confident handling complex savings and ISA-related customer queries and escalations
- Strong knowledge of ISA and/or LISA products, including savings journeys, transfers, and withdrawals
- Experience leading or supervising a customer service team in fintech or regulated financial services
- Strong understanding of customer support operations, including complaints, escalations, and regulatory frameworks
- Proven ability to drive team performance against KPIs (CSAT, FRT, resolution times, quality)
- Experience coaching, developing, and performance managing high-performing support teams
- Strong cross-functional collaborator with operations, compliance, and tech teams
- Proactive problem solver who improves processes and removes friction from customer journeys
- Passion for delivering exceptional customer outcomes in a fast-moving savings fintech
- Strong communicator with clear leadership presence
- Comfortable thriving in a fast-paced, scaling start-up environment
Location: Hybrid, with an office in London Bridge (1-2 days per week in the office)
Salary range: £32,000 - £40,000 (plus commission post probation).
Our Values:
- Find a way - We innovate relentlessly to help customers get onto the property ladder.
- It’s all about the people - Customers, colleagues, and partners are at the heart of everything we do.
- If you don’t like it, change it - We move quickly, listen to feedback, and evolve constantly.
Customer Service Team Lead in Slough employer: Tembo
Contact Detail:
Tembo Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Lead in Slough
✨Tip Number 1
Network like a pro! Reach out to your connections in the fintech space, especially those who might know someone at Tembo. A friendly chat can open doors that a CV just can't.
✨Tip Number 2
Prepare for the interview by diving deep into Tembo's products and values. Show us you understand our mission and how you can contribute to our customer-first approach. It’s all about making that connection!
✨Tip Number 3
Practice your responses to common interview questions, but keep it natural. We want to see your personality shine through, so don’t be afraid to let your passion for customer service show!
✨Tip Number 4
Follow up after your interview with a thank-you note. It’s a simple gesture that shows your enthusiasm for the role and keeps you fresh in our minds. Plus, it’s a great way to reiterate why you’re the perfect fit for the team!
We think you need these skills to ace Customer Service Team Lead in Slough
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Service Team Lead role. Highlight your experience with ISA products and customer service, showing us how you can bring value to our team.
Showcase Your Leadership Skills: We want to see your leadership style! Share examples of how you've successfully led a team in the past, especially in fintech or regulated environments. Let us know how you’ve driven performance and improved customer satisfaction.
Be Data-Driven: Since we love using data to make decisions, include any metrics or KPIs you've achieved in previous roles. This could be anything from CSAT scores to resolution times – it’ll help us see your impact!
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 this exciting opportunity. We can’t wait to hear from you!
How to prepare for a job interview at Tembo
✨Know Your ISAs Inside Out
Make sure you brush up on your knowledge of ISA and LISA products. Be ready to discuss the intricacies of savings journeys, transfers, and withdrawals. This will show that you're not just familiar with the terms but can also handle complex customer queries confidently.
✨Showcase Your Leadership Skills
Prepare examples of how you've led a customer service team in the past. Highlight your experience in driving performance against KPIs like CSAT and resolution times. This will demonstrate your ability to lead and inspire a team while maintaining high standards.
✨Emphasise Collaboration
Tembo values cross-functional collaboration, so be ready to share instances where you've worked closely with other teams, such as tech or compliance. Discuss how these collaborations improved customer experiences or streamlined processes.
✨Be a Problem Solver
Think of specific challenges you've faced in customer service and how you resolved them. Show your proactive approach to improving processes and removing friction from customer journeys. This will align perfectly with Tembo's focus on continuous improvement.