At a Glance
- Tasks: Support customers with banking queries and deliver outstanding service over the phone.
- Company: Join TSB, a key part of the Santander organisation, focused on customer confidence.
- Benefits: Competitive salary, flexible benefits, private healthcare, and 25 days holiday.
- Other info: Dynamic team culture with opportunities for personal and professional development.
- Why this job: Make a real difference in customers' lives while growing your career in a supportive environment.
- Qualifications: Friendly telephone manner, strong communication skills, and a passion for helping others.
The predicted salary is between 25185 - 28000 £ per year.
Country: United Kingdom
IT STARTS HERE
TSB is a key part of the Santander organisation. At TSB, we exist to help our customers make the most of their money, so that they can feel money confident every day. When they feel more confident with their money, they can get more out of life. And put simply, that is what it’s all about.
THE DIFFERENCE YOU MAKE
TSB Telephone Banking are looking for a Customer Service Consultant based in our Swansea office. In this role, you'll play a key part in helping customers feel confident, supported and valued whenever they contact us. As the friendly voice of TSB, you'll provide outstanding service over the phone, supporting customers with their banking needs while building trust through every interaction.
We're shaping the way we work through innovation, collaboration and a continued focus on delivering brilliant customer experiences. To succeed in this role, you will be responsible for:
- Supporting customers over the phone with a wide range of banking queries
- Understanding customer needs and providing clear, practical solutions while delivering an excellent customer experience
- Building rapport with customers and resolving enquiries efficiently using our systems and processes
- Working a 35-hour week between 8am and 8pm, Monday to Sunday, following a rotating shift pattern of three weeks 12pm–8pm and one week 8am–4pm
- Completing your first four months in our Swansea office before transitioning to a home-based arrangement with periodic office attendance
WHAT YOU'LL BRING
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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:
- A friendly and confident telephone manner with the ability to build strong customer relationships
- Strong communication and active listening skills
- A genuine passion for helping customers and delivering excellent service
- A willingness to learn, develop and build new skills
- A positive and adaptable approach within a fast-paced team environment
WE VALUE YOUR IMPACT
At TSB, 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
Ready to be recognised? It starts with you.
LOCAL COMPLIANCE
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. We’re committed to creating a recruitment experience that’s accessible, fair and welcoming for all candidates. When applying, please consider the travel distance, time and cost to your chosen office location.
WHAT TO DO NEXT
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. Whether it’s a copy of our application form in another format or additional assistance, we’re available through email. You can contact us at careers@tsb.co.uk
TSB | Customer Service Consultant | Grade B | Contact Centre | Swansea | 12 month FTC employer: Banco Santander
Banco Santander is an excellent employer, offering a dynamic work environment where professionals can thrive in their careers while contributing to the success of clients in the natural resources sector. With a strong focus on employee growth, competitive salaries, and a comprehensive benefits package, including generous holiday allowances, Santander fosters a collaborative culture that empowers its team members to achieve their strategic goals and exceed income targets.
StudySmarter Expert Advice🤫
We think this is how you could land TSB | Customer Service Consultant | Grade B | Contact Centre | Swansea | 12 month FTC
✨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.
✨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. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace TSB | Customer Service Consultant | Grade B | Contact Centre | Swansea | 12 month FTC
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.
How to prepare for a job interview at Banco Santander
✨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'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 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!
