Customer Service Specialist, Tembo
Savings
1-2 days a week in office
Award-winning mortgage service and market-leading ISA Savings provider
Job no longer available
Award-winning mortgage service and market-leading ISA Savings provider
101-200 employees
Job no longer available
1-2 days a week in office
101-200 employees
Company mission
To empower financial wellbeing.
Role
Who you are
- 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
- 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
What the job involves
- In this role, you’ll be responsible 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 (eg Using Intercom AI to automatically resolve as many tickets as possible without human intervention)
Salary benchmarks
Our take
Tembo is a digital platform transforming home buying and remortgaging by combining technology with expert advice to maximise affordability. It scans over 100 lenders and 25 specialist schemes, boosting buyers' budgets by an a average of £82,000.
The company offers tailored mortgage solutions such as family boost and shared ownership deals, alongside life, income, and critical illness insurance. Its an interesting approach and since its 2020 launch, Tembo has assisted thousands of first-time buyers with innovative solutions for homeownership.
On its growth path it recently secured substantial funding as well as acquiring Nude Finance, further strengthening its position in the market. This acquisition alongside its rapid growth, puts Tembo in a great position for continued success and innovation in making homeownership more accessible in the UK.
Freddie
Company Specialist at Welcome to the Jungle
Insights
76% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Nov 2024
$18.7m
SERIES B
Apr 2023
$6.7m
EARLY VC
Total funding: $28.8m
Company HQ
Bermondsey, London, UK
Leadership
Richard Dana
(Co-Founder & CEO)Former CFO of Founders Factory and co-founder of budget boutique hotel Doris&Dickey (which sold to Chic Retreats).
Geoff Wright
(Co-Founder & CTO)Previously a Contractor at SilkFred, Babylon Health, StorIQ and BitPesa.
Eddie Ross
(Co-Founder & CPO)Co-founder of Circl. Previously founded DigiSub where they served as the CEO. They also served as the CPO at Mojo Mortgages and as the Head of Product and Director of Product and Technology at Quint Group.
Share this job