Complaints Specialist, Tembo
Savings
1-2 days a week in office (Central London)
Mortgage platform assisting users in securing home financing
Open for applications
Mortgage platform assisting users in securing home financing
101-200 employees
Open for applications
1-2 days a week in office (Central London)
101-200 employees
Company mission
To empower financial wellbeing.
Role
Who you are
- Proven experience handling customer complaints in a regulated financial services environment (preferably fintech or banking)
- Strong understanding of FCA complaint handling rules (DISP)
- Excellent written and verbal communication skills with a customer-first mindset
- Ability to investigate, resolve, and report on complaints thoroughly and empathetically
- Experience drafting final responses and managing case escalations, including Financial Ombudsman Service (FOS) cases
- Comfortable working cross-functionally with Compliance, Operations, and Product teams to resolve root causes
- High attention to detail and confident working with data and complaint tracking tools (e.g. Notion, Intercom, JIRA)
- Ability to balance regulatory precision with a compassionate tone
- Passion for delivering outstanding customer experience in a fast-paced, mission-led business
- Collaborative, with exceptional communication skills
- Mindset to thrive in a fast-paced, dynamic start-up environment
What the job involves
- We’re looking for an experienced, customer-centric Complaints 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 handling complaints and inbound and outbound communication with customers
- This includes liaising with internal and external stakeholders (such as the FOS) 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
- 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)
- You will live and breathe our values and ensure they are embedded across the team and into every customer interaction
- You will also provide data insights and reporting on performance to inform strategic decisions around future investment, products and technology developments
Salary benchmarks
Our take
Tembo is a digital platform transforming home buying and remortgaging by combining technology with expert advice to maximise affordability. It scanes 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 strenghtening 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: $28.7m
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.
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