TSB | Customer Service Consultant | Grade B | Branch Banking | Birmingham | 12 Month FTC
Banco Santander SA Birmingham About the role
TSB Branch Banking are looking for a Money Confidence Expert (Digital) based in our central Birmingham or Great Barr branch. In this role, you’ll play a key part in helping customers feel confident, capable and in control of their finances. You’ll support personal banking customers to make the most of digital banking, while delivering a personalised, human experience that builds long-term trust and loyalty.
We’re shaping the way we work through innovation, collaboration and the use of digital tools to make banking simpler for our customers. To succeed in this role, you will be responsible for:
- Supporting customers across face-to-face, telephone and video channels to meet their banking needs
- Helping customers build confidence in using digital banking services, including mobile and online platforms
- Understanding customer needs and proactively identifying the most suitable products and services
- Resolving customer queries efficiently and providing clear, practical solutions
- Building strong, lasting relationships through personalised service and regular engagement
- Encouraging digital self-service adoption using customer devices and in-branch technology
- Collaborating with colleagues to deliver a consistent and high-quality customer experience
- Identifying opportunities to improve how we support customers and enhance service delivery
Our people are our greatest strength. Every individual contributes unique perspectives that make us stronger as a team and as an organisation. We’re enabling teams to go beyond by valuing who they are and empowering what they bring. The following requirements represent the knowledge, skills, and abilities essential for success in this role:
- Experience delivering excellent customer service across multiple channels (Required)
- Experience supporting customers with financial products or services (Preferred)
- Experience working in a collaborative team environment (Required)
At Santander, your contribution matters. We recognise the difference you make every day, and we make sure you feel valued, supported and rewarded in return. We’ll pay you a base salary of £24,700 from day one, and an excellent benefits package which includes:
- Extra 9% of your salary (£2,223) to either take as cash in your pay or to spend on flexible benefits (dental plan, cycle2work, buying extra holidays, etc.)
- Variable Pay Award (5%/£1,235 on target) based on company performance.
- Fantastic company pension – TSB contributing up to 13%
- 25 days holidays (plus bank holidays)
- Private Healthcare
- Opportunities to grow your career within a global organisation
Inclusion matters at TSB. We want everyone to feel at home—whatever their background. Diverse teams help us deliver Money Confidence, for everyone, every day. Not sure you meet every requirement? If you tick some boxes and bring curiosity and openness, we’d love to hear from you. TSB is a Disability Confident Leader, if you meet the minimum criteria, we’ll ensure you’re considered.
If this sounds like a role you are interested in, then please apply. If there’s anything we can do in the recruitment process to help you achieve your best, get in touch.
Your tasks
Help customers feel confident with their finances through digital banking support.
Your profile
Experience in customer service and teamwork is essential.
What's also included
Competitive salary, flexible benefits, private healthcare, and 25 days holiday.
Tech stack & ways of working
TSB | Customer Service Consultant | Grade B | Branch Banking | Birmingham | 12 Month FTC employer: Banco Santander SA
Banco Santander SA is an exceptional employer, offering a dynamic work environment in the heart of London where innovation and collaboration thrive. Employees benefit from a competitive salary, comprehensive benefits, and ample opportunities for personal and professional development, making it an ideal place for those looking to advance their careers in finance while contributing to impactful investment strategies.
View Banco Santander SA profile
Your perspectives
Make a real difference in customers' lives while growing your career.
StudySmarter Expert Advice
Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Banco Santander SA.
Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Banco Santander SA. The earlier you apply, the better your chances, so keep your finger on the pulse!
Some tips for your application 🫡
Highlight Your Communication Skills
In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience
Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles
Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction
If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Banco Santander SA.
How to prepare for a job interview at Banco Santander SA
Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Banco Santander SA's industry and how you can respond empathetically and effectively!
Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Banco Santander SA offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
Locations
- Birmingham
