Customer Service Executive at Tandem Bank in Durham, United Kingdom

Job description

• Your team: Collaborators in change
• Our Operations teams, handle all customer contact, managing inbound queries throughout the product lifecycle and supporting customers in with their savings products. We aim to deliver exceptional service through knowledgeable, well-trained colleagues who meet our customers’ needs.

Responsibilities

• Your Impact: Building a greener tomorrow
• As a Customer Service Executive at Tandem your focus will be on:
• Build trust with customers, providing tailored information and managing inbound communication related to servicing and savings products.
• 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.
• 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

Requirements

• Previous savings and ISA knowledge.
• 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
• Knowledge of FCA rules (including CONC), CCA, GDPR, and delivering fair customer outcomes.
• Understanding of how individual performance impacts wider company objectives

Skills

Required

• Previous savings and ISA knowledge
• Team player
• Positive can-do attitude
• Flexible approach
• Excellent organisational skills
• Honest, reliable, committed

Preferred

• Experience in financial services

Benefits

• 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:
• 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
• 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
• Please note, some benefits are subject to eligibility criteria, such as passing your probation.
• 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 14.25 hours a year for charity > receive a half day on a Friday
• Take part in a fundraising event > Tandem will match up to £200 a year
• Have renewable energy at home > receive an additional 1-day annual leave
• Drive an electric car > receive £500 towards a home charger
• Use public transport or have a low emissions/hybrid car > entry into a £200 prize draw
• Sign up to cycle to work scheme > receive £30 voucher for a cycling helmet