Customer Service Specialist

Tembo; Greater London; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A financial technology company in Greater London is seeking an experienced Customer Service Specialist to deliver exceptional service to its Savings customers. This role involves using innovative technology and collaborating with various teams to enhance the customer experience. Candidates should have proven customer support experience, excellent communication skills, and a proactive mindset to identify emerging issues. The position offers a hybrid working environment, requiring 1-2 days per week in the office.

Qualifications

• Proven experience in a customer support or operations role in fintech or a regulated financial services environment.
• Skilled in triaging queries and ensuring timely resolution.
• Ability to follow and improve internal processes while maintaining accuracy.

Responsibilities

• Help deliver world-class service to Savings customers via in-app chat, email and telephony.
• Collaborate with operations, technology, and compliance teams to achieve growth objectives.
• Utilize innovative AI/technology solutions to enhance customer experience.

Skills

Customer support experience

Strong written and verbal communication

Experience with in-app chat platforms like Intercom

Detail-oriented mindset

Tools

Intercom

CRM systems

Job description

Tembo is making the dream of ownership possible for a new generation of home buyers. We are a disruptive, award winning savings and mortgage platform powered by a proprietary technology platform - with the result of enabling buyers to buy their home years ahead of the alternative.

We recently acquired a savings company to help us capture customers earlier in their home buying journey, nurture them through saving for a deposit and ultimately to match them with the best mortgage product to get them onto the ladder more quickly. Our savings business is growing very rapidly and we’ve recently launched a Cash ISA to complement our existing Lifetime ISA products. We have huge plans for new products and innovation in the future.

We’re a mission centric organisation that holds our values close:

Find a way - representing our desire to innovate and also leave no stone unturned to help find a customer a way to get on the ladder

It's all about the people - customers, colleagues, partners - we’re all human and without them we are nothing

If you don’t like it change it - as a startup we’re constantly listening to every source of data and evolving, every opinion counts

We are rated 5* on Trustpilot with every single customer review celebrated and we are determined to find a way to ensure we retain that customer love as we scale.

We are well funded by Goodwater Capital, Aviva, McPike Family Global Office, Ascension, Love Ventures as well as a suite of ethical backers such as Fair by Design, Barrow Cadbury, Joseph Rowntree Foundation and Big Society Capital.

Job 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).

Qualifications

Proven experience in a customer support or operations rolewithin 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, clearand 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

Additional Information

Location: Hybrid, with an office in Central London (1-2 days per week in the office)

Job Location