Part Time

Job Title: Customer Service Executive - Part Time
Salary: £12,250 per annum and up to 20% bonus and benefits (pro-rata based on part time hours)
Location: Chester-le-Street (Drum Industrial Estate), hybrid working after you pass probation.
Working Pattern: 18 hours per week, with three, six-hour shifts preferably 9:00 AM–3:30 PM, (including a 30-minute lunch break). Mondays, Tuesdays and Friday. Training: The first 2 weeks you will be required onsite 10am - 2pm, Monday to Friday for training. This can either be paid as overtime or accrue time off in lieu. 
If you're an ambitious and dedicated Customer Service Executive ready to make an impact, we've got a space with your name on it  
To support the Operations Manager to achieve departmental service levels whilst upholding company standards and complying with all relevant Company and regulatory obligations (including adherence to FCA rules (including FCA CONC rules, delivering fair customer outcomes TCF, FCA, CCA, DPA).
Tandem is the UK's greener digital bank on a bold quest to revolutionise the way we save, borrow spend, and share – all while nurturing our planet, our people and our customers. As one of Europe’s fastest growing digital banking apps, our values of being Brave, Enterprising, Simple, and Together (BEST) ensure our 500-strong team collaborate to drive a brighter, greener future.
Our Operations teams, handle all customer contact, managing inbound queries throughout the product lifecycle and supporting customers in financial difficulty or arrears. We aim to deliver exceptional service through knowledgeable, well-trained colleagues who meet our customers’ needs. 
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 arrears.
Ensure accurate issuance of regulatory documentation (e.g., 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.
Maintain competence through ongoing training and stay updated on regulatory changes.
Positive can-do attitude with a flexible approach to meet business needs.
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 and arrears management.
Understanding of how individual performance impacts wider company objectives in arrears collection.
At Tandem, your hard work is rewarded in many ways and we have an enhanced employee benefits package on offer from your very first day with us:
~25 days annual leave plus 8 days Bank Holiday
~1 celebration day off for your birthday or additional religious calendar event
~ Buy or sell up to 5 days holiday a year 
~ Healthcare cash plan through Westfield Health worth a minimum of £750 per year 
~ 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
~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: 
Tandem provide PR and marketing support
receive an additional 1 day annual leave
Drive an electric car
You can find our Applicant Privacy Policy on our Careers page. 

 
We respect the diverse experience and talents that every individual brings to our Company, and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.
Please be aware that background checking (including credit and criminal records checks) form part of our recruitment process.