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For Companies At a Glance
- Tasks: Support customers with banking queries and provide excellent service over the phone.
- Company: Join TSB, a people-focused bank dedicated to customer confidence.
- Benefits: Competitive salary, cash allowance, flexible benefits, and a fantastic pension scheme.
- Why this job: Make a real difference in customers' lives while developing your career.
- Qualifications: Friendly phone manner, clear communication, and a passion for helping others.
- Other info: Enjoy remote work flexibility after training and a supportive team environment.
The predicted salary is between 24000 - 28000 £ per year.
Location: Sunderland & surrounding areas
Contract: Full-time, 12-month Fixed Term Contract
Salary: £24,000 + £2,160 cash allowance + excellent benefits
Closing Date: 9 February 2026
At TSB, we’re here to give money confidence to our customers and communities. As a Customer Service Consultant in our telephone-based team, you’ll be the friendly voice supporting customers when they need us most. If you’re enthusiastic, conscientious and passionate about delivering an excellent customer experience, this is a great opportunity to build your career with a supportive and people-focused business.
Responsibilities
- Comprehensive 6-week induction programme
- Majority remote working once trained
- Supportive leaders and ongoing development
- No scripts, no jargon, no unrealistic targets — just genuine customer conversations
- Helping customers over the phone with a wide range of banking queries
- Using your listening skills to understand customers’ needs and provide clear, helpful advice
- Building rapport and offering a positive, seamless experience every time
- Gaining confidence with our systems so you can resolve queries efficiently
- Working 35 hours per week between 8am and 8pm, Monday to Sunday
- Shifts follow a rotation: 3 weeks 12pm–8pm, 1 week 8am–4pm
- Non-working days and full rota confirmed at least 4 weeks in advance
- You’ll work in our Sunderland office for the first four months of your employment, with the opportunity to transition to working mostly from home with ongoing monthly office attendance.
What You’ll Bring
- A friendly, confident phone manner and the ability to build great relationships
- Clear communication and active listening skills
- A genuine passion for helping customers
- Willingness to learn, grow and develop new skills
- A positive, adaptable approach in a busy, customer-focused environment
What we offer in return
- We’ll pay you a base salary of £24,000 (With an April increase) from day one, and an excellent benefits package which includes:
- 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%.
- 25 days holidays (plus)
Customer Service Consultant - Contact Centre in Sunderland employer: TSB Bank
Contact Detail:
TSB Bank Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Consultant - Contact Centre in Sunderland
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on TSB. Understand their values and what they stand for. This will help you connect with the interviewers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Role-play common customer service scenarios with a friend or family member. This will help you feel more confident when answering questions about how you'd handle different situations over the phone.
✨Tip Number 3
Show off your personality! During the interview, let your friendly and approachable nature shine through. Remember, they’re looking for someone who can build rapport with customers, so don’t be afraid to be yourself!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and keen to join the TSB family. Don’t miss out on this fantastic opportunity!
We think you need these skills to ace Customer Service Consultant - Contact Centre in Sunderland
Some tips for your application 🫡
Show Your Enthusiasm: When writing your application, let your passion for customer service shine through. We want to see that you're genuinely excited about helping customers and making their experience better!
Tailor Your Application: Make sure to customise your CV and cover letter to highlight relevant skills and experiences that match the job description. We love seeing how your background aligns with what we’re looking for!
Be Clear and Concise: Keep your writing straightforward and to the point. We appreciate clarity, so avoid jargon and focus on communicating your ideas effectively. Remember, it’s all about making a great first impression!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at TSB Bank
✨Know the Company
Before your interview, take some time to research TSB and their values. Understanding their mission to give money confidence to customers will help you align your answers with what they’re looking for. It shows you’re genuinely interested in the role and the company.
✨Showcase Your Communication Skills
As a Customer Service Consultant, clear communication is key. During the interview, practice active listening and respond thoughtfully. Use examples from your past experiences where you’ve successfully resolved customer queries or built rapport over the phone.
✨Prepare for Common Questions
Think about questions like 'How do you handle difficult customers?' or 'Can you describe a time when you went above and beyond for a customer?'. Prepare specific examples that highlight your problem-solving skills and passion for customer service.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the training process, team dynamics, or opportunities for growth within the company. This not only shows your enthusiasm but also helps you gauge if TSB is the right fit for you.