Line Manager within e-health

Job Title: Arrears Executive   Working Pattern: 36.25 hours per week with contractual hours stated as Monday to Saturday between 8am to 7pm (with a 45-minute lunch break). Saturday shifts take place on the last Saturday of each month, from 9:00 AM to 12:00 PM, and are worked remotely from home. Working rota to be shared by Line Manager.   Salary: up to £29,000 and up to 20% bonus and benefits  Location: Chester-le-Street (Drum Industrial Estate) 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. The purpose of the role is to support the Operations Leaders by supporting customers in financial difficulty and arrears whilst achieving departmental service levels. Upholding company standards and complying with all relevant Company and regulatory obligations (including adherence to FCA rules (including FCA MCOB and CONC rules).     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.        Your Impact: Building a sustainable tomorrow   As an Arrears Executive at Tandem your focus will be on:  * Proactively service requests from our customers efficiently and professionally ensuring at you provide the customer with the information that they require.   * Proactively manage all customer service-related inbound communication (via telephone, correspondence, email, portal) from customers and third parties as part of the servicing and arrears management of a range of mortgage and loan products.  * Ensure regulatory transactional documentation is issued accurately and correctly in accordance with regulatory requirements (including regulatory arrears correspondence).   * Identify 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.   * Proactively manage accounts in arrears by completing outbound contact to establish the root cause of the customers payment difficulties and identify options to assist the customer in rehabilitating their mortgage or loan arrears.    * Negotiate with customers and authorised third parties in financial difficulty regarding how to repay their arrears taking into consideration their individual personal circumstances.   * Knowledge and practical application of completing Income and Expenditure assessments and deciding suitable forbearance options for the customer.    * Knowledge and practical application of late arrears and litigation practices.   * Ensure that all customer contact both written and verbal is conducted within Company standards, FCA regulations, Customer Complaint procedures and that the principles of TCF are upheld consistently 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.       We’d love to hear from you if you have:  * Previous experience in financial services (with relevant regulatory appreciation) with demonstrable success in customer service and arrears within a regulated lending environment.   * Demonstrable experience of working accounts in arrears including applying arrears forbearance options and identification of customers that are vulnerable.   * Demonstrable experience of collecting arrears for mortgages and loans with knowledge of how own and team performance affects wider Company objectives.   * Demonstrable knowledge of FCA rules (including MCOB and CONC rules), delivering fair outcomes to customers, CCA and GDPR regulations.   * A working knowledge of customer services and arrears management in 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    * An 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  * Healthcare cash plan through Westfield Health   * Life Assurance at 3 x salary  * 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   Please note, some benefits are subject to eligibility criteria, such as passing your probation. 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. We will close adverts once we have received enough applications so please apply asap if you’re interested in the role.    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, criminal records and CIFAS Internal Fraud Database Checks) form part of our recruitment process. We will adhere to our duties under the Rehabilitation of Offenders Act 1974.