At a Glance
- Tasks: Help customers with fraud concerns and build strong relationships over the phone.
- Company: Join TSB, a tech-driven bank focused on customer-centric transformation.
- Benefits: Competitive salary, flexible benefits, private healthcare, and 25 days holiday.
- Other info: Great career growth opportunities in a diverse and inclusive environment.
- Why this job: Make a real difference by protecting customers from fraud in a supportive team.
- Qualifications: Friendly phone manner, strong communication skills, and a passion for helping others.
The predicted salary is between 24700 - 24700 £ per year.
Santander is evolving from a global high‑impact brand into a technology‑driven organization. We place people at the heart of this journey, driving a customer‑centric transformation that values bold thinking, innovation and the courage to challenge what’s possible.
About the role
TSB Fraud Operations is looking for a Customer Service Consultant based in our Sunderland office for telephone‑based roles. In this role you’ll help people when they call the bank with a concern or when we call them about an identified fraud issue. You’ll identify what our customers need, build relationships, and gather a detailed picture of each situation. You will protect customers and the business from financial loss and ensure the appropriate action is taken.
You will live near our Fraud hub, be able to travel for induction training, and work on site 100 % of the time for the first 8 weeks. After reaching competency, you will work onsite 2–3 times a week. Remote work is supported with company equipment, provided you have a suitable environment to focus on customers.
You’ll work 35 hours per week between 8 am and 9 pm, Monday to Sunday. Your shifts may vary week to week, but you will be notified at least 4 weeks in advance.
Responsibilities
- You’ll listen to customers, build relationships, identify needs, protect customers from fraud, and ensure the right action is taken.
- You’ll also handle calls as required and support the fraud team throughout the process.
Qualifications
- 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.
Benefits
- Base salary of £24,700 from day one.
- Extra 9 % of salary (£2,223) to take as cash or spend on flexible benefits such as a dental plan, cycle2work, extra holidays, etc.
- Variable Pay Award (5 %/£1,235 on target) based on company performance.
- 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 and Equality
We want everyone to feel at home—whatever their background. Diverse teams help us deliver Money Confidence for everyone, every day. TSB is a Disability Confident Leader and encourages applicants who tick some but not all boxes to apply. We are committed to creating a fair, accessible recruitment experience for all candidates.
TSB | Customer Service Consultant | Grade B | Fraud Operations | Sunderland | 12 Month FTC employer: Santander
Santander in Milton Keynes is an excellent employer, offering a dynamic work culture that prioritises collaboration and innovation. Employees benefit from competitive healthcare and pension contributions, alongside ample opportunities for professional growth within the IT sector. The supportive environment fosters both personal and career development, making it a rewarding place to build a meaningful career.
StudySmarter Expert Advice🤫
We think this is how you could land TSB | Customer Service Consultant | Grade B | Fraud Operations | Sunderland | 12 Month FTC
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Santander. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Santander before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
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 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Santander:Your cover letter is your chance to shine! Tell us why you want to work at Santander specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Santander!
How to prepare for a job interview at Santander
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
