Customer Service Specialist

Job Title: Customer Service Specialist (Savings Team)
Salary: £21,000 - £23,000 + up to 20% bonus (up to 5% paid quarterly) + benefits
Shift Pattern: Monday to Friday (No weekends) 09.00 - 17.00
Location: Chester-Le-Street, Drum Industrial Estate, DH2 1AN

Please note you must be in the office 5 days a week during the training period, so please check the location. Hybrid working available after this.

There is minimal public transport to this office so it’s best to drive, free parking available!

We’re building an amazing team and we’re looking for a friendly and bubbly Customer Service Specialist to support us on our journey of Banking for a Greener Future.

We are Tandem - Where impact meets innovation  

Tandem is the UK's greener digital bank on a bold quest to revolutionise the way we save, borrow spend, and share – all while nurturing our planet, our people and our customers. As one of Europe’s fastest growing digital banks, our values of being Brave, Enterprising, Simple, and Together (BEST) ensure our 500-strong team collaborate to drive a brighter, greener future.

Tandem also leads the way with a secondary app called Loop. Loop gives customers a simpler, hassle free and awkward free way to share money among friends.

What you will be working on:

• Communicating with our customers over the phone, chat, email and social media to action their requests and resolve their issues, technical queries or complaints.
• Living and breathing the Tandem values by representing our company in a positive, professional, and engaging manner, and speaking to customers in a way that demonstrates genuine empathy and a desire to make their lives better.
• Proactively identifying ways to improve the way we work, helping us to continuously improve the experience we create for our customers.
• Helping other team as appropriate when they’re communicating with our customers.
• Accountability for individual performance and contribution to achieve KPI’s set by the business.
• Conducting Anti Money Laundering activity including investigative calls, Know Your Customer and identity validations and Financial Crime referrals (you will receive full training in these areas!)
• Processing of Banking Operations task including but not limited to Maturity instructions, customer care e.g., deceased cases and power of attorney and early withdraw applications and GDPR process.   

What we're looking for:

You’ll be fully trained in all aspects of the role, learning at your own pace.

The successful candidate will ideally demonstrate the following experience skills and behaviours:

Essential:

• Experience in a similar role within a customer services environment.
• Excellent attention to detail and a desire to provide excellent customer service.
• Ability to positively contribute to a team.
• Determined to succeed, high energy with humility and a strong personal drive.
• Strong communication skills with the ability to actively listen.
• Natural empathy and ability to assess every situation from the customer’s point of view.  

Qualities we look for:

• Excellent attention to detail and a desire to provide excellent customer service.
• Good organisational and time management skills resulting in the ability to prioritise tasks to meet tight deadlines.
• High levels of integrity.
• Very sound judgment and business instinct with a desire to challenge traditional thinking
• Excellent written and oral communication skills.
• A very strong work ethic and a focus on delivery.  

Rewards that reflect your value, what’s in it for you? 
 
At Tandem, your hard work is rewarded in many ways and we have an enhanced employee benefits package on offer from your very first day with us: 

• 25 days annual leave plus 8 days Bank Holiday  
• An additional day off for a ‘celebration day’ including, but not limited to, birthdays, weddings, religious holidays, graduations etc
• Buy or sell up to 5 days holiday a year
• Healthcare cash plan through Westfield Health worth a minimum of £750 per year
• 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

Our Green Deal: Your Impact Amplified

A little welcome gift from us to you, we’ll plant a tree in the Tandem Grove and you can enter into our “Green Deal” below:

• Volunteer 2 days a year for charity > receive an early Friday finish 
• Raise £200 per annum for charity > Tandem provide PR and marketing support 
• Have renewable energy at home > receive an additional 1 day annual leave 
• Drive an electric car > receive £500 towards a home charger

Ready to make your mark?

Apply now and let's pave the way to a greener world, together. Our approach to DE&I is reflected in our hiring process so please let us know if you require any reasonable adjustments. 

Don’t meet all the requirements? Don’t fret! We highly appreciate your unique experience and encourage you to apply for our Expression of interest vacancy on our Careers site.

Sourcing Model

Recruitment at Tandem works primarily on a direct sourcing model and does not accept resumes from recruitment agencies which are not on the preferred supplier list. We are not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company. You can find our Applicant Privacy Policy on our Careers page. 
 
Tandem is an equal opportunity employer and are committed to meeting our responsibilities under the Equality Act (2010). We respect the diverse experience and talents that every individual brings to our Company, and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable. 

Please be aware that background checking (including credit and criminal records checks) form part of our recruitment process. We will adhere to our duties under the Rehabilitation of Offenders Act 1974.