Customer Service Executive

📌 Core Information

🔹 Job Title: Customer Service Executive

🔹 Company: Tandem Bank

🔹 Location: Cardiff, United Kingdom

🔹 Job Type: On-site

🔹 Category: 📞 Customer Service

🔹 Date Posted: April 1, 2025

🔹 Experience Level: 0-2 years

🔹 Remote Status: Hybrid

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Providing exceptional customer service by engaging with customers and ensuring their needs are met.
• Managing a high volume of inbound communications across various platforms.
• Maintaining compliance with all regulatory requirements and company policies.
• Supporting customers in financial difficulty with empathy and professionalism.

ASSUMPTION: It appears that the position of Customer Service Executive is integral to Tandem Bank's operations support team, focusing primarily on customer engagement and compliance management within the bank's regulatory framework.

📋 Key Responsibilities

✅ Actively engage with customers, building trust and providing tailored information.

✅ Manage customer service-related inbound communication across various channels.

✅ Ensure regulatory documentation is accurate and compliant.

✅ Identify and escalate situations requiring specialist handling.

✅ Manage customer complaints, ensuring satisfactory resolutions.

✅ Provide care and consideration when handling vulnerable customers.

✅ Address accounts in arrears, working with customers to resolve issues.

✅ Conduct Income and Expenditure assessments aligned with company strategies.

✅ Maintain high standards of customer contact, adhering to regulations.

✅ Keep up-to-date with relevant company and regulatory changes.

✅ Demonstrate company values in all interactions.

ASSUMPTION: Responsibilities indicate a balance between direct customer service, compliance adherence, and operational support. The role requires initiative and a proactive approach to problem-solving.

🎯 Required Qualifications

Education: Not specified

Experience: Preferred in financial services, but not essential.

Required Skills:

• Customer Service
• Communication
• Problem Solving

Preferred Skills:

• Regulatory Compliance
• Arrears Management

ASSUMPTION: The role prioritizes interpersonal skills and an understanding of regulatory frameworks. While financial services experience is advantageous, strong customer service skills are essential.

💰 Compensation & Benefits

Salary Range: £24,500 per annum with up to 20% bonus and benefits

Benefits:

• 25 days annual leave plus 8 bank holidays
• Healthcare cash plan
• Electric vehicle and cycle-to-work schemes
• Two paid volunteering days per year
• Various employee discounts and perks

Working Hours: Monday to Friday, 9am to 5pm, with potential for Saturday shifts

ASSUMPTION: The compensation package is competitive within the industry, with benefits enhancing employee well-being and promoting work-life balance.

📌 Applicant Insights

🔍 Company Context

Industry: Banking, with a focus on digital and green financial solutions.

Company Size: 501-1,000 employees, indicating a mid-sized firm with growth potential and diverse opportunities.

Founded: 2013

Company Description:

• Focus on eco-friendly banking solutions.
• Innovative use of technology to improve financial processes.
• Commitment to customer-centric and sustainable practices.

Company Specialties:

• Digital and personal finance
• Green consumer finance
• Financial education and sustainability

Company Website: https://www.tandem.co.uk/

ASSUMPTION: Tandem is positioned as a disruptor in the traditional banking sector, leveraging technology and a green mandate to attract conscious consumers.

📊 Role Analysis

Career Level: Entry-level, suitable for early-career professionals.

Reporting Structure: Reports to the Operations Manager within a supportive team environment.

Work Arrangement: Hybrid with a mix of on-site and potential remote flexibility.

Growth Opportunities:

• Potential for advancement within customer service or operations roles.
• Opportunities to engage in cross-functional projects.
• Participation in a company-focused on innovation and sustainability.

ASSUMPTION: The role offers foundational experience in customer service with growth potential in the digital banking sector.

🌍 Location & Work Environment

Office Type: Modern office environment encouraging collaboration and innovation.

Office Location(s): Located in Cardiff, with other offices in the UK.

Geographic Context:

• Easy access to public transport in Cardiff.
• Proximity to city amenities and vibrant community life.
• Supported by robust technology enabling hybrid work arrangements.

Work Schedule: Primarily Monday to Friday, 9am to 5pm with some flexibility.

ASSUMPTION: The work environment is conducive to productivity and employee satisfaction, aligning with Tandem's values of sustainability and innovation.

💼 Interview & Application Insights

Typical Process:

• Initial application submission
• Phone screening
• In-person or virtual interview

Key Assessment Areas:

• Customer service skills
• Problem-solving abilities
• Regulatory compliance understanding

Application Tips:

• Highlight any prior experience in customer-facing roles.
• Prepare to discuss regulatory compliance understanding.
• Showcase a commitment to sustainability and innovation.

ATS Keywords: Customer Service, Communication, Problem Solving, Compliance, Sustainable Banking

ASSUMPTION: The application process emphasizes alignment with company values and the ability to handle complex customer service scenarios.

🛠️ Tools & Technologies

• CRM Systems
• Data Management Tools
• Compliance Software

ASSUMPTION: Familiarity with modern CRM and database management platforms is beneficial.

👔 Cultural Fit Considerations

Company Values:

• Bravery in innovation
• Commitment to sustainability
• Collaborative team engagement

Work Style:

• Proactive and accountable
• Adaptable to change and new challenges
• Customer-focused and solution-oriented

Self-Assessment Questions:

• How do you handle customer service challenges?
• Can you demonstrate knowledge in regulatory compliance?
• How do you prioritize tasks in a fast-paced environment?

ASSUMPTION: Tandem values team members who are passionate about financial innovation and customer impact.

⚠️ Potential Challenges

• Navigating complex regulatory environments
• Handling a diverse and demanding customer base
• Balancing customer needs with company policies
• Staying updated with quick regulatory changes

ASSUMPTION: Understanding the dynamic nature of banking regulations is crucial for success in this role.

📈 Similar Roles Comparison

• Similar roles may also be labeled "Customer Support Specialist" or "Client Services Associate."
• Typically requires similar skill sets in compliance and customer interaction.
• Advancement opportunities may vary based on company size and focus.

ASSUMPTION: Comparisons suggest this role is well-positioned within the fintech innovation space.

📝 Sample Projects

• Streamlining customer service processes for improved efficiency
• Implementing feedback mechanisms for better service delivery
• Supporting the design of customer communication protocols

ASSUMPTION: Projects likely focus on enhancing customer experience and operational efficiency.

❓ Key Questions to Ask During Interview

• How does Tandem support regulatory knowledge development for its employees?
• What is the company's approach to sustainable banking innovations?
• How is performance evaluated within the customer service team?
• What opportunities exist for professional development?
• How does the hybrid working model operate at Tandem?

ASSUMPTION: Asking targeted questions will demonstrate interest in the company’s missions and growth potential.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Prepare for phone and in-person interviews
• Highlight regulatory and customer service experience
• Emphasize flexibility and a positive attitude
• Be ready to discuss how you align with Tandem's sustainability goals

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.