Customer Service Executive

💚 Shaping the future of sustainable digital banking

Launched in 2014 as one of the UK’s original challenger banks, Tandem is proudly headquartered in the Northwest, with over 500 people working across the UK.

People join Tandem because they want to shape something meaningful. Here, you’ll use your skills to create products that empower people to make better financial choices and lower their environmental impact. We’re big enough to drive real change, small enough for every voice to be heard, and united by a shared purpose that inspires us to move forward - together.

Recognised in The Sunday Times Best Places to Work for 2024 and 2025, Tandem has also been named in The Sunday Times 100 Tech list for two consecutive years in 2025 and 2026 – a list of the fastest growing tech companies in Britain, reflective of their growing industry presence. Tandem was also awarded Investor in Customers’ Gold Standard based on customer and employee feedback, and Certified™ Great Place to Work®.

Tandem is growing fast and helping to shape the future of sustainable banking.

Find out more about our mission,  our values and what it’s like to work at Tandem on our website. 

💚 Customer Service Executive - Cardiff - £25,000 + up to 20% bonus + benefits (see full benefits here)

Your team: Collaborators in change 

You’ll form part of Tandem’s Operations - these teams handle all customer contact, as well as helping our customers in financial difficulty or arrears (missed payments).

Your Impact: Building a Greener Tomorrow

This role will sit within the Customer Service team. You’ll be the friendly voice our customers trust across all our product lines - from savings to mortgages, motor finance and home improvement loans.

Your day-to-day:

• Take inbound calls from customers, offering clear, friendly and tailored support across savings, mortgages, motor finance and home improvement loans.
• Build trust by listening carefully and resolving queries with fairness and care.
• Complete accurate wrap-up admin after each call to keep records and systems up to date.
• Signpost customers who have expressed being in position of financial difficulty to our collections teams, helping them find realistic repayment solutions.
• Show empathy when supporting vulnerable customers and make sure their needs are met.
• Handle and resolve complaints fairly, escalating when specialist help is needed.
• Issue accurate documentation and stay compliant with FCA and company standards.
• Keep learning, sharing ideas, and finding new ways to make our customer experience even better.

We’d love to hear from you if you:

• Work well with others and enjoy contributing to a supportive team.
• Bring a positive, can-do attitude and adapt easily to changing needs.
• Stay organised and keep on top of tasks in a busy environment.
• Are reliable, honest and committed to delivering the best service for customers.

It would be a bonus if you:

• Have experience in financial services or customer support, including managing arrears and understanding customer needs.
• Know about regulations like FCA rules (CONC), CCA, and GDPR, and how to deliver fair outcomes.
• Understand how your work contributes to wider team and company goals.

Recruitment Process

We want the process to be simple, fair and transparent:

1. Initial Phone Call: a 15-minute chat with one of our Recruitment Partners
2. Video Interview: meet the team, discuss the role, a roleplay based on a conversation you might have with one of our customers and scenario-based competency style questions to explore how your values align with ours.

Working Life and Structure

• Training: You’ll start with a company-wide induction over Teams on the first Monday of every month. This is followed by 2-3 weeks of focused classroom style training with our Training & Competence team to get you up to speed with the Tandem way and our products. Please note that holidays are not permitted during this initial four-week period.
• Hours: Our Customer Service team is rota’d Monday to Friday, 9 - 5pm with 45 minutes for lunch. Team Leaders schedule lunches to ensure consistent support for our Customers. Contractual hours will state Monday to Saturday between 8am to 7pm for flexibility during busy periods for overtime.
• Hybrid working: After passing your six-month probation, you can choose to work 2 days from home and 3 days in the office. If you would like to be in the office more, you are welcome to do so. You will need reliable internet connection and quiet, private space to work.

Equipment
We’ll provide everything you need to succeed in your role, including a work laptop.

💚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   
• 1 celebration day off for your birthday or additional religious calendar event   
• Buy or sell up to 5 days holiday a year 
• Healthcare cash plan through Westfield Health
• 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. See what we are doing to address the Gender Pay Gap here.

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.