Customer Service Executive, Tandem
£25k
Up to 20% bonus
Green-focussed digital bank
Be an early applicant
Green-focussed digital bank
201-500 employees
Be an early applicant
£25k
Up to 20% bonus
201-500 employees
Company mission
To build the UK's greener, digital bank providing hard-working people across the UK with sustainable ways to save, borrow and spend.
Role
Who you are
- Team player willing to go the extra mile and handle high call volumes efficiently
- Positive can-do attitude with a flexible approach to meet business needs
- Excellent organisational skills to manage tasks in a fast-paced environment
- Honest, reliable, and committed to delivering high-quality service
Desirable
- Experience in financial services, with a strong understanding of relevant regulations and success in customer service and arrears management
- Proven ability to manage arrears, apply forbearance measures, and identify vulnerable customers
- Knowledge of FCA rules (including CONC), CCA, GDPR, and delivering fair customer outcomes
- Understanding of how individual performance impacts wider company objectives in arrears collection
What the job involves
- Working Pattern: Monday to Friday, 9am to 5pm (with a 45-minute lunch break). Contractual hours will state Monday to Saturday between 8am to 7pm
- This is a key role in ensuring that the fair treatment of customers is embedded within the Operations team whilst ensuring that fair customer outcomes are consistently delivered
- To support the Operations Manager to achieve departmental service levels whilst upholding company standards and complying with all relevant Company and regulatory obligations (including adherence to FCA rules (including FCA CONC rules, delivering fair customer outcomes TCF, FCA, CCA, DPA)
- Our Operations teams, handle all customer contact, managing inbound queries throughout the product lifecycle and supporting customers in financial difficulty or arrears. We aim to deliver exceptional service through knowledgeable, well-trained colleagues who meet our customers’ needs
- Build trust with customers, providing tailored information and managing inbound communication related to servicing and arrears
- Ensure accurate issuance of regulatory documentation (e.g., statements, redemption quotes)
- Identify and refer issues requiring specialist handling (complaints, vulnerability, fraud)
- Handle customer complaints, investigating and resolving with a focus on fairness
- Support vulnerable customers and address their specific needs with care
- Proactively manage arrears, identifying causes and negotiating repayment solutions
- Conduct Income and Expenditure assessments, making repayment decisions based on TCF principles
- Ensure compliance with Company standards, FCA regulations, and customer treatment principles
- Maintain competence through ongoing training and stay updated on regulatory changes
- Contribute to company objectives, promoting fair customer outcomes and best
Our take
The speed of the challenger banks to provide a delightful experience has been impressive, and the number of competitors has proven the consumer desire for innovation.
Tandem sets itself apart from other digital banks, such as Monzo and Starling, not only by being the UK's green digital bank but also by continually launching a wide range of products outside the current account. For example, it offers a leading savings account, with higher interest than many incumbents, and a new interest rate top-up feature for its instant access savings accounts.
The company's partnerships with companies like Oplo and Allium, have helped advance its green efforts, issuing over £230 million of green lending. It may have had a slower start than Monzo and Starling, but has since built momentum, serving millions of users. Since further transitioning into a greener digital bank, the company has seen significant (and sustainable) growth.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 7 rounds)
Jul 2023
$27m
GROWTH EQUITY VC
Mar 2020
$78m
SERIES D
Total funding: $171.1m
Company benefits
- Hybrid Work Opportunities
Leadership
Neil Chandler
(CEO)Former CEO of Aion Bank and Vanquis Bank and Shop Direct and was a Strategic Advisor at Apax,
Salary benchmarks
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