Customer Service Executive

Job Description

Tandem, a UK-based digital bank focused on green initiatives, is seeking a Customer Service Executive to join their team in Cardiff. This role is crucial in ensuring fair customer treatment and outcomes within the Operations team. The Customer Service Executive will handle customer contact, manage inquiries, and support customers facing financial difficulties.

The role involves hybrid working, combining remote and on-site work.

Responsibilities:

• Building trust with customers and providing tailored information.
• Managing inbound communication related to servicing and arrears.
• Ensuring accurate issuance of regulatory documentation.
• Identifying and referring issues requiring specialist handling.
• Handling customer complaints and resolving them fairly.
• Supporting vulnerable customers and addressing their needs.
• Proactively managing arrears and negotiating repayment solutions.
• Conducting Income and Expenditure assessments.
• Ensuring compliance with Company standards and FCA regulations.
• Maintaining competence through ongoing training.
• Contributing to company objectives and promoting fair customer outcomes.

Requirements:

• Team player with a willingness to go the extra mile.
• Positive can-do attitude and flexible approach.
• Excellent organizational skills.
• Honest, reliable, and committed to delivering high-quality service.

Tandem offers:

• £25,000 per annum salary with up to 20% bonus.
• 25 days annual leave plus 8 bank holidays.
• Healthcare cash plan.
• Electric Vehicle and Cycle to Work schemes.
• Pension contribution matching.
• Discounts on solar panels and UK retailers.
• Paid volunteering days.