Customer Service Executive

📋 Description

• • Be the human heartbeat of the UK’s greener digital bank. As a Customer Service Executive you will own every inbound interaction—phone, email, chat and social—guiding 500,000+ customers through savings, borrowing and spending journeys that actively reduce carbon footprints.
• • Champion fair customer outcomes every single day. You will interpret and apply FCA CONC rules, TCF principles, CCA and DPA regulations in real time, ensuring each decision protects the customer and the firm. Your call notes and case files will be audit-ready gold standards.
• • Master Tandem’s full product suite—green savings accounts, e-Saver pots, green personal loans, credit cards and soon-to-launch mortgages—so you can diagnose needs in under 90 seconds and recommend the right eco-friendly solution with confidence.
• • Turn arrears into action plans. When customers face financial difficulty you will calmly negotiate affordable repayment schedules, set up forbearance options and signpost free debt advice, cutting roll-rates and keeping vulnerable customers on the road to financial health.
• • Smash service level agreements. You will handle 35–40 contacts per day while sustaining 90%+ first-contact resolution and CSAT of 4.7/5. Real-time dashboards track your performance; you will own your metrics and proactively flag blockers to the Operations Manager.
• • Feed the innovation loop. Every call is data: you will tag emerging complaints, product pain points and green-idea suggestions in Salesforce so Product, Risk and Marketing can iterate faster. Your insights have already sparked three app releases this year.
• • Collaborate across 500 brilliant colleagues in Cardiff HQ and remote hubs. Daily huddles with Underwriting, Fraud and Tech teams ensure complex cases are solved in minutes, not days. You will present one customer-story per week to inspire continuous improvement.
• • Live the BEST values: Brave—challenge outdated banking norms; Enterprising—find smarter, greener fixes; Simple—strip jargon from every sentence; Together—celebrate wins loudly on Slack and in our monthly green-impact awards.
• • Work Monday–Friday 9 am–5 pm with a 45-minute lunch break. Flexibility exists to cover occasional Saturday shifts (8 am–7 pm window) during peak campaign periods; overtime is paid or banked. Hybrid model: two days in our Cardiff energy-positive office, three days remote.
• • Grow without limits. After six months you can enrol in the Level 3 Certificate in Customer Service or specialise in vulnerable-customer advocacy, fraud prevention or green-product training. Clear pathways lead to Senior Executive, Team Coach or Compliance Officer roles.
• • Protect the planet while you work. Every resolved contact triggers a tree-planting donation via our Ecologi partnership; you will see your personal forest grow on the staff dashboard and share milestones with customers who love the transparency.
• • Leave each day knowing you have tangibly improved financial wellbeing and environmental outcomes for thousands of households across the UK.