Job Description

Job Title: Operations Administrator
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: 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 outcomes are consistently delivered. The purpose of the role is to support the Operations Leaders 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 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.
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.
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:

• Responding to inbound requests from customers and authorised third parties ensuring replies are sent accurately within departmental service levels.
• 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).
• Completion of daily tasks in accordance with departmental service levels.
• Support the Operations Leaders with the completion of departmental control reports to ensure that departmental risks are mitigated.
• Communicate with authorised third parties (including third party firms acting on behalf of the customer) including proactively obtaining updates regarding the customers circumstances (including but not limited to debt advice agencies, IVA practitioners and solicitors)
• Ensuring detailed and accurate customer records are maintained at all times.
• Identify customer situations that may require specialist handling (e.g. complaints, vulnerability, fraud) and refer these where appropriate.
• Knowledge and practical application of handling customer complaints, to include identifying complaints, logging and investigating with an aim to putting a resolution in place.
• 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.
• Ensure that all customer contact (letter and email) is completed to Company standards with adherence to internal policy and procedures and that the principles of TCF are consistently upheld with all customers.
• Attain and maintain own competence to Group Training and Competence Framework demonstrated by ongoing adherence.
• Proactively challenge existing processes and take ownership for implementing positive changes which are within own span of control.
• Keep up to date with all Company/regulatory changes particularly those which affect own business area.
• Actively contribute to the achievement of the Company Balance Scorecard objectives and demonstrating Company values in everything you do.
• Adherence to and promotion of a culture of treating our customers fairly to deliver fair outcomes.

It would be great, but not essential if you have:

• Demonstrable knowledge of FCA rules (including MCOB and CONC rules), delivering fair outcomes to customers, CCA and GDPR regulations.
• 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:

• 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.
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Skills Required