Complaints Specialist Savings
Complaints Specialist Savings
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Job Description
Were looking for an experienced customercentric Complaints Specialist who isnt afraid to roll their sleeves up to help deliver the best most trusted customer service as we grow our business.
In this role youll be responsible for handling complaints and inbound and outbound communication with customers. This includes liaising with internal and external stakeholders (such as the FOS) 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 techenabled 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 youll 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).
You will live and breathe our values and ensure they are embedded across the team and into every customer interaction. You will also provide data insights and reporting on performance to inform strategic decisions around future investment products and technology developments.
Qualifications :
Proven experience handling customer complaints in a regulated financial services environment (preferably fintech or banking)
Strong understanding of FCA complaint handling rules (DISP)
Excellent written and verbal communication skills with a customerfirst mindset
Ability to investigate resolve and report on complaints thoroughly and empathetically
Experience drafting final responses and managing case escalations including Financial Ombudsman Service (FOS) cases
Comfortable working crossfunctionally with Compliance Operations and Product teams to resolve root causes
High attention to detail and confident working with data and complaint tracking tools (e.g. Notion Intercom JIRA)
Ability to balance regulatory precision with a compassionate tone
Passion for delivering outstanding customer experience in a fastpaced missionled business
Collaborative with exceptional communication skills
Mindset to thrive in a fastpaced dynamic startup environment
However the right mindset and attitude is more important than ticking every single box on our checklist. So if youre interested in what were doing excited by our mission and the description largely fits you then get in touch!
Additional Information :
Location: Hybrid with an office in Central London 12 days per week in the office)
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
