Customer Service Executive

• 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.
• Signpost customers who have expressed being in position of financial difficulty to our collections teams, helping them find realistic repayment solutions.
• 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 practices.

This role helps create products that empower people to make better financial choices and lower their environmental impact, contributing to Tandem's mission of shaping the future of sustainable digital banking.

• 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.
• Experience in financial services, with a strong understanding of relevant regulations and success in customer service and arrears management (preferred but not essential).
• Proven ability to manage arrears, apply forbearance measures, and identify vulnerable customers (preferred but not essential).
• Knowledge of FCA rules (including CONC), CCA, GDPR, and delivering fair customer outcomes (preferred but not essential).
• Understanding of how individual performance impacts wider company objectives in arrears collection (preferred but not essential).

• Salary: £25,000 per annum (pro-rated to the 6-month fixed term contract)
• 25 days annual leave plus 8 days Bank Holiday
• Additional day off for a 'celebration day'
• Buy or sell up to 5 days holiday a year
• Healthcare cash plan through Westfield Health
• Life Assurance at 3 x salary
• Electric Vehicle salary sacrifice scheme
• Cycle to Work salary sacrifice scheme and a free helmet
• Salary sacrifice Pension contribution*, 4% employee contributions matched with 4% Tandem contribution (*Subject to salary eligibility)
• Smart Tech scheme (buy goods with 0% interest)
• 10% discount on solar panels
• Tandem Hub for treats, cash back and discounts on UK retailers
• 2 days per year paid volunteering
• Free cereal, snacks and drinks in all offices
• Quarterly team social budgets
• Green Deal benefits including volunteer time off, fundraising matching, renewable energy bonus, EV charger support, and more

Tandem is a UK challenger bank launched in 2014 that focuses on creating sustainable digital banking products to empower people to make better financial choices and lower their environmental impact.