Customer Service Specialist

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June 21

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Tembo

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Finance • Fintech • Real Estate

Tembo is a UK-based, award-winning savings and mortgage platform designed to help first-time buyers, movers, and remortgagers improve their affordability in purchasing homes. The company offers a variety of mortgage schemes including guarantor mortgages and long-term fixed rate options, as well as innovative savings solutions like the Lifetime ISA to assist in building deposits faster. Tembo's smart technology and expert advisors aim to enhance borrowing potential and provide personalized mortgage plans by partnering with over 100 lenders. With high customer satisfaction rates, Tembo provides comprehensive support throughout the home buying or remortgaging process.

11 - 50 employees

💸 Finance

💳 Fintech

🏠 Real Estate

💰 Series A on 2023-04

📋 Description

• 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. • 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).

🎯 Requirements

• 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

🏖️ Benefits

• No specific benefits listed