Specialist Support Agent

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 banks, our values of being Brave, Enterprising, Simple, and Together (BEST) ensure our 500-strong team collaborate to drive a brighter, greener future.

Tandem is proud to offer a workplace with diverse experiences, perspectives, and backgrounds which leads to a unique company culture for our people and a better experience for our customers.

You will be working with a small and driven team who are dedicated to ensuring our customers are given the best support possible and ensuring the bank protects all of our vulnerable customers.  

As a Specialist Support Agent at Tandem your focus will be on:

• Effectively listening and demonstrating empathy and respect to all customers to provide an outcome that is as fair and positive as it would be for a non-vulnerable customer.
• Working with Tandem employees where there is a vulnerability need identified to support our people as well as we would all our customers.
• Identifying any gaps within policies and procedures in assisting vulnerable customers effectively.
• Ensuring detailed and accurate customer records to enable customers to not have to repeat their situations when making further contact.
• Working closely with third parties to aid in developing expertise and business understanding of vulnerabilities.
• Developing and maintaining a good level of knowledge of the relevant customer base and target market vulnerabilities.

• Someone who is customer centric and passionate about customer experience and protecting our vulnerable customers.
• Someone who is self-motivated; you’ll have the desire to take the initiative and identify opportunities to enhance our vulnerable customer approach.
• Someone with excellent verbal and written communication skills with key ability to interact professionally and empathically with customers.
• Someone with experience of working in a conduct role in a financial regulated environment.
• Experience delivering coaching and training
• You’ll be pragmatic in your approach to supporting customers.
• You’ll be resilient and capable of thriving during periods of change.
• You’ll be a diligent individual who is committed to continual assessment and improvement.
• You’ll have knowledge of FCA regulatory requirements including consumer vulnerability guidance.
• You’ll possess strong computer literacy including working experience on Microsoft Office.
• Someone who has demonstrable evidence of engaging/supporting vulnerability either in a work or personal environment.
• You’ll be able to show any other qualifications that enable the ability to effectively support vulnerable customers.

Apply now and let's pave the way to a greener world, together. Our approach to DE&I is reflected in our hiring process so please let us know if you require any reasonable adjustments.  

Recruitment at Tandem works primarily on a direct sourcing model and does not accept resumes from recruitment agencies which are not on the preferred supplier list. We are not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company. You can find our Applicant Privacy Policy on our Careers page. 
 
Tandem is an equal opportunity employer and are committed to meeting our responsibilities under the Equality Act (2010). 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. We will adhere to our duties under the Rehabilitation of Offenders Act 1974.