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- Tasks: Help customers regain financial health as a Customer Service Consultant.
- Company: Join TSB, a bank committed to making banking better for everyone.
- Benefits: Earn up to £26,160 with flexible benefits and a fantastic pension scheme.
- Why this job: Make a real difference in people's lives while developing your skills.
- Qualifications: No financial experience needed; just bring your life skills and communication talents.
- Other info: Join our virtual sessions to learn more and see if we're the right fit!
The predicted salary is between 22000 - 30000 £ per year.
Location: TSB Office Barnwood, Gloucester
Contract Type: 12 Month Fixed Term Contract
Hours: We are open 8am – 6:30pm Monday to Friday and 9am – 12pm on a Saturday, including bank holidays. Full time working hours are 35 hours per week. We are open to part time applications.
Salary: £26,160 (£24,000 base, plus cash allowance of £2,160) and excellent benefits
Closing Date: 31 December 2025
Start Date: 16 February 2026
At TSB, we’re committed to making banking better for everybody by helping people be confident in managing their money, call this "Money Confidence". We’re inviting you to bring your unique perspective to a team where your practical life skills are recognized and valued. We understand the value of real-world experience the kind you gain by running a household, budgeting for a family, or navigating life’s unexpected challenges. These are precisely the skills we need.
How you’ll make a difference
As a Customer Service Consultant in our award-winning Financial Support team, you’ll act like a Financial Paramedic—helping mortgage customers return to financial health. You’ll be there to find out exactly what our customers need by listening, building relationships and a detailed picture of each unique situation. Helping our customers and our business at the most critical of times.
What You’ll Bring
Financial services experience is beneficial, but honestly, it isn’t essential. If you understand how to budget, how household bills work, and the pressures families face—you already have the core skills for this role. Paired with your excellent communication skills, you’ll quickly learn the technical side of things and will be able to meet our customer’s needs. By feeling what the customers feel you’ll be able to consistently engage with them in the most productive way when they need us the most.
Multi-skilled to carry out a variety of telephony-based customer service activities, ensuring that processes, procedure, and regulatory standards are achieved. Helping customers in financial difficulty, diagnosing symptoms and tailor making treatments to help our customers back to financial health. Customers want to speak with friendly, helpful people when they call their bank. Working like a Financial Paramedic, you’ll be able to find out exactly what our customer’s needs are by listening to them and building good relationships, always looking to be better for each customer. Delivering for our customers and keeping things simple is key. You will support customers with all their banking queries and be keen to develop yourself to build confidence helping customers remain in their homes, today, tomorrow and in the future.
What we offer in return
Your total reward will be up to £26,160 from day one, made up of your base salary and flexible cash allowance option plus more excellent benefits package which includes:
- Base salary of £24,000 (reviewed annually).
- Extra 9% of your salary (£2,160) 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%/£1,200 on target) based on company performance.
- Fantastic company pension – TSB contributing up to 13% of your salary (£3120 of base salary).
- 25 days holidays (plus bank holidays).
- Private Healthcare.
Selection process
You will be invited to an assessment centre in Gloucester, including a structured, competency-based interview, as well as a chance to demonstrate problem solving and communication skills!
Here are some of the questions you’ll be asked at interview:
- Motivation - What motivates and energises you?
- Drive Better - If a situation occurred where you were trying hard to do your best at work but a customer was still not happy with your service, and was getting angry and upset, how would you respond?
- Customer Focus - Describe a time when you gained the trust of a customer or colleague?
- Inclusion - Describe how your career / life has been impacted by exposure to diverse people, places or experiences.
Chat with the Team
Before you apply, we are offering you an opportunity to join a Virtual open session with some of the team to learn more about the role. It’s a chance to ask questions and see if this environment is the right fit for you. No need to book! Just click the link to join us or apply for the role now!
Monday 15th December - 18:30 - 19:00 Drop in session - Customer Service Consultant vacancies at TSB (Financial Support) | Meeting-Join | Microsoft Teams
Friday 19th December - 11:30 - 12:00 Drop in session - Customer Service Consultant vacancies at TSB (Financial Support) | Meeting-Join | Microsoft Teams
If this sounds right up your street, come and join our team. We make things happen! 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. Please also let us know what adjustments you’d benefit from throughout our process.
Customer Service Consultant - Secured Lending in Gloucester employer: TSB Bank
Contact Detail:
TSB Bank Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Consultant - Secured Lending in Gloucester
✨Tip Number 1
Get to know the company before your interview! Check out TSB's values and mission, especially their focus on 'Money Confidence'. This will help you connect your personal experiences with what they stand for.
✨Tip Number 2
Practice your listening skills! As a Customer Service Consultant, you'll need to understand customers' needs deeply. Try role-playing with a friend to simulate customer interactions and refine your approach.
✨Tip Number 3
Join the virtual open sessions! It’s a great way to meet the team and ask questions. Plus, it shows your enthusiasm for the role and helps you get a feel for the work environment.
✨Tip Number 4
When preparing for the assessment centre, think of real-life examples that showcase your problem-solving and communication skills. Relate them back to how you can help customers in financial difficulty—this is key!
We think you need these skills to ace Customer Service Consultant - Secured Lending in Gloucester
Some tips for your application 🫡
Be Yourself: When you're writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to share your unique experiences and perspectives that make you a great fit for the role.
Tailor Your Application: Make sure to customise your application to highlight how your skills and experiences align with what we’re looking for. Mention any relevant life skills or experiences that show you understand the challenges our customers face.
Show Your Passion: We love seeing enthusiasm! In your application, express why you’re excited about the opportunity to help customers regain their financial health. Let us know what motivates you to join our team at TSB.
Check Your Details: Before hitting send, double-check your application for any typos or errors. A polished application shows attention to detail, which is super important in customer service roles. And remember, apply through our website for the best chance!
How to prepare for a job interview at TSB Bank
✨Know Your Stuff
Before the interview, make sure you understand TSB's mission of 'Money Confidence'. Familiarise yourself with their services and how they help customers manage their finances. This will show that you're genuinely interested in the role and can relate to their values.
✨Showcase Your Life Skills
Since real-world experience is valued, think about your own budgeting and financial management experiences. Be ready to share specific examples of how you've navigated financial challenges, as this will resonate with the role of a Financial Paramedic.
✨Practice Active Listening
During the interview, demonstrate your listening skills by engaging with the questions asked. Reflect back what you hear and ask clarifying questions if needed. This will highlight your ability to connect with customers and understand their needs.
✨Prepare for Scenario Questions
Anticipate scenario-based questions, especially around customer service challenges. Think of times when you turned a negative situation into a positive outcome. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly.
