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.

We’d love to hear from you if you have:

• 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.

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
• 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
• 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 2 days 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 home charger

Ready to make your mark?

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.

Sourcing Model

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.