At a Glance
- Tasks: Help customers with fraud concerns and provide excellent service over the phone.
- Company: Join TSB, part of Santander UK, a diverse and inclusive employer.
- Benefits: Competitive salary, flexible benefits, private healthcare, and 25 days holiday.
- Other info: Great career growth opportunities in a supportive team environment.
- Why this job: Make a real difference in customers' lives while developing your skills.
- Qualifications: Friendly phone manner, strong communication skills, and a passion for helping others.
The predicted salary is between 24700 - 24700 £ per year.
This job is with Santander UK, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community.
Country: United Kingdom
IT STARTS HERE
Santander (www.santander.com) is evolving from a global, high-impact brand into a technology-driven organisation, and our people are at the heart of this journey. Together, we are driving a customer-centric transformation that values bold thinking, innovation, and the courage to challenge what's possible. This is more than a strategic shift. It's a chance for driven professionals to grow, learn, and make a real difference. Our mission is to contribute to help more people and businesses prosper. We embrace a strong risk culture and all our professionals at all levels are expected to take a proactive and responsible approach toward risk management.
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 Fraud Operations are looking for a Customer Service Consultant based in our Sunderland office for telephone-based roles. In this role, you'll spend your time helping people when they call the bank with a concern, or we call them because we have identified an issue. You'll be there to find out exactly what our customers need. You will make a difference in your role by listening, building relationships, and gathering a detailed picture of each unique situation. You will help to protect our customers and our business from financial loss relating to fraud. Then you'll make sure the right action gets taken.
You'll live near our Fraud hub in Sunderland, be able to travel to our hub for induction training and be flexible to work in our office 100% of the time for 8 weeks. After the initial training and once you have reached the required competency, it will be 2-3 times a week. If working remotely is new to you, don't worry, we'll give you the support and equipment you need to get set up, including a company laptop. In return we ask that you have a suitable environment to work that allows you to focus on our customers without distraction.
We'll need you answering calls when our customers need us, you'll work 35 hours per week between 8am and 9pm Monday to Sunday. Your shifts may vary week on week, we'll ensure you know your shift pattern at least 4 weeks in advance.
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. Once you've applied, we will screen your CV and if successful, this is followed by a short telephone call with a member of our recruitment team. If after the call, we believe you're a great fit for the role we will invite you to a face-to-face interview with a colleague from our Fraud Operations team in our office. 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 | Fraud Operations | Sunderland | 12 Month FTC employer: Santander UK
Santander UK is an excellent employer, offering a vibrant work culture that fosters innovation and collaboration within the financial services sector. Employees benefit from a competitive salary, generous holiday allowance, and comprehensive health coverage, alongside opportunities for professional growth in a supportive environment. Working in this dynamic location not only enhances career prospects but also allows for meaningful contributions to risk management in technology and operations.
StudySmarter Expert Advice🤫
We think this is how you could land TSB | Customer Service Consultant | Grade B | Fraud Operations | Sunderland | 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 Santander UK.
✨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 Santander UK. 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 | Fraud Operations | Sunderland | 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 Santander UK.
How to prepare for a job interview at Santander UK
✨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 Santander UK'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 Santander UK 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!
