Complaints Specialist, Tembo

Savings

Salary not provided

Intercom

JIRA

Notion

Mid and Senior level

London

1-2 days a week in office (Central London)

Award-winning mortgage service and market-leading ISA Savings provider

Open for applications

Award-winning mortgage service and market-leading ISA Savings provider

101-200 employees

B2CPropertyMarketplaceSharing EconomyMortgagesLendingSocial Impact

Open for applications

Salary not provided

Intercom

JIRA

Notion

Mid and Senior level

London

1-2 days a week in office (Central London)

101-200 employees

B2CPropertyMarketplaceSharing EconomyMortgagesLendingSocial Impact

Company mission

To empower financial wellbeing.

Job

Company

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 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

Trustpilot (4.6)

Company

Funding (last 2 of 3 rounds)

Nov 2024

$18.9m

SERIES B

Apr 2023

$6.8m

EARLY VC

Total funding: $29.1m

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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