Operations AdministratorJob Title: Operations Administrator
Working Pattern : Monday to Friday either 8am to 4pm or 9am to 5pm (with a 45-minute lunch break). Contractual hours will state Monday to Saturday between 8am to 7pm.
Salary: up to £24,000 dependent on experience and up to 20% bonus and benefits
Location: Cardiff, hybrid working
At Tandem, we're not just a bank; we're a movement for positive change. If you're an ambitious and dedicated Operations Administrator ready to make an impact, we've got a space with your name on it!
This is a key role in ensuring that the fair treatment of customers is embedded within the Operations team whilst ensuring that fair customer oues are consistently delivered. The purpose of the role is to support the Operations Leaders fto achieve departmental service levels whilst upholdingpany standards andplying with all relevantpany and regulatory obligations (including adherence to FCA rules (including FCA MCOB and CONC rules)
We are Tandem - Where impact meets innovation
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.
Tandem also leads the way with a secondary app called Loop. Loop gives customers a simpler, hassle free and awkward free way to share money among friends.
Your team: Collaborators in change
Tandem is proud to offer a workplace with diverse experiences, perspectives, and backgrounds which leads to a uniquepany culture for our people and a better experience for our customers.
Led by our Operations Director, our Operations teams are responsible for all customer contact. The teams are the primary points of contact for customers including responding to their inbound queries during the lifetime of their mortgage or loan as well as supporting customers that are in financial difficulty and/or arrears. Our aim is to provide an exceptional service to our customers by ensuring that we have knowledgeable, well training operational colleagues to deliver the service that our customers expect of us. The Operations Administrator is not a phone based role but it will be supporting administration activities for telephony teams.
Your Impact: Building a greener tomorrow
As an Operations Administrator at Tandem your will be responsible for:
1. Responding to inbound requests from customers and authorised third parties ensuring replies are sent accurately within departmental service levels.
2. Ensure regulatory correspondence is issued to customers accurately and correctly in accordance with regulatory requirements (including but not limited to redemption quotations and annual statements).
3. Support the Operations Leaders with thepletion of departmental control reports to ensure that departmental risks are mitigated.
4. Ensuring detailed and accurate customer records are maintained at all times.
5. Identify customer situations that may require specialist handling (, vulnerability, fraud) and refer these where appropriate.
6. Knowledge and practical application of handling customerplaints, to include identifyingplaints, logging and investigating with an aim to putting a resolution in place.
7. Knowledge and practical application of dealing with vulnerable customers at first point of contact to ensure their specific needs are understood and they are treated with care and consideration.
8. Ensure that all customer contact (letter and email) ispleted topany standards with adherence to internal policy and procedures and that the principles of TCF are consistently upheld with all customers.
9. Attain and maintain ownpetence to Group Training andpetence Framework demonstrated by ongoing adherence.
10. Proactively challenge existing processes and take ownership for implementing positive changes which are within own span of control.
11. Keep up to date with allpany/regulatory changes particularly those which affect own business area.
12. Actively contribute to the achievement of thepany Balance Scorecard objectives and demonstratingpany values in everything you do.
13. Adherence to and promotion of a culture of treating our customers fairly to deliver fair oues.
It would be great, but not essential if you have :
14. Demonstrable knowledge of FCA rules (including MCOB and CONC rules), delivering fair oues to customers, CCA and GDPR regulations.
15. A working knowledge of mortgage and loan administration within a regulated lending environment.
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:
16. 25 days annual leave plus 8 days Bank Holiday
17. 1 celebration day off for your birthday or additional religious calendar event
18. Buy or sell up to 5 days holiday a year
19. Healthcare cash plan through Westfield Health worth a minimum of £750 per year
20. Electric Vehicle salary sacrifice scheme
21. Cycle to Work salary sacrifice scheme and a free helmet
22. Salary sacrifice Pension contribution*, 4% employee contributions matched with 4% Tandem contribution (*Subject to salary eligibility)
23. Smart Tech scheme (buy goods with 0% interest)
24. 10% discount on solar panels
25. Tandem Hub for treats, cash back and discounts on UK retailers
26. 2 days per year paid volunteering
27. Free cereal, snacks and drinks in all offices
28. Quarterly team social budgets
Our Green Deal: Your Impact Amplified
A little wee gift from us to you, we'll plant a tree in the Tandem Grove and you can enter into our "Green Deal" below:
29. Volunteer 2 days a year for charity > receive an early Friday finish
30. Raise £200 per annum for charity > Tandem provide PR and marketing support
31. Have renewable energy at home > receive an additional 1 day annual leave
32. 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 ourpany. You can find our Applicant Privacy Policy on our Careers page.
Tandem is an equal opportunity employer and aremitted to meeting our responsibilities under the Equality Act (2010). We respect the diverse experience and talents that every individual brings to ourpany, 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.
#INDSJ Job ID 8046502002