Customer Service Executive

Job Title: Customer Service Executive
Working Pattern: Monday to Friday, 9am to 5pm (with a 45-minute lunch break). Contractual hours will state Monday to Saturday between 8am to 7pm.
Salary: £25,500 per annum and up to 20% bonus and benefits
Location: Cardiff, hybrid working after probation.
💚 Shaping the future of sustainable digital banking 💚
Launched in 2014 as one of the UK’s original challenger banks, Tandem is proudly headquartered in the Northwest, with over 500 people working across the UK.
People join Tandem because they want to shape something meaningful. Here, you’ll use your skills to create products that empower people to make better financial choices and lower their environmental impact. We’re big enough to drive real change, small enough for every voice to be heard, and united by a shared purpose that inspires us to move forward - together.
Recognised in The Sunday Times Best Places to Work for 2024 and 2025, Tandem has also been named in The Sunday Times 100 Tech list for two consecutive years in 2025 and 2026 – a list of the fastest growing tech companies in Britain, reflective of our growing industry presence. Tandem was also awarded Investor in Customers’ Gold Standard based on customer and employee feedback and is a Certified™ Great Place to Work®.
Tandem is growing fast and helping to shape the future of sustainable banking
Your team: Collaborators in change
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.
This is a key role in ensuring that the fair treatment of customers is embedded within the Operations team whilst ensuring that fair customer outcomes are consistently delivered. 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).
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.
Your Impact: Building a sustainable 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., statements, redemption quotes).
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.
Signpost customers who have expressed being in position of financial difficulty to our collections teams, helping them find realistic repayment solutions.
Ensure compliance with Company standards, FCA regulations, and customer treatment principles.
Maintain competence through ongoing training and stay updated on regulatory changes.
Contribute to company objectives, promoting fair customer outcomes and best
We’d love to hear from you if you have:
Team player willing to go the extra mile and handle high call volumes efficiently.
Positive can-do attitude with a flexible approach to meet business needs.
Excellent organisational skills to manage tasks in a fast-paced environment.
Honest, reliable, and committed to delivering high-quality service.
It would be great, but not essential if you have:
Experience in financial services, with a strong understanding of relevant regulations and success in customer service and arrears management.
Proven ability to manage arrears, apply forbearance measures, and identify vulnerable customers.
Knowledge of FCA rules (including CONC), CCA, GDPR, and delivering fair customer outcomes.
Understanding of how individual performance impacts wider company objectives in arrears collection.
Rewards that reflect your value, what’s in it for you?
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
Additional day off for a ‘celebration day’ including, but not limited to, birthdays, weddings, religious holidays, graduations etc
Buy or sell up to 5 days holiday a year
Life Assurance at 3x salary
Healthcare cash plan through Westfield Health
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
2 days per year paid volunteering
Free cereal, snacks and drinks in all offices
Quarterly team social budgets
Our Green Deal: Your Impact Amplified
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:
Volunteer 14.25 hours a year for charity > receive an early Friday finish
Raise £200 per annum for charity > Tandem provide PR and marketing support
Have renewable energy at home > receive an additional 1 day annual leave
Drive an electric car > receive £500 towards a