Customer Service Consultant in Swansea

Function: Transactional Fraud Operations

Location: Swansea

Contract: Full time 12 month Fixed Term Contract

Salary: £24,700 plus cash allowance of £2,160 plus excellent benefits including private healthcare and bonus

Closing Date: ASAP

At TSB we’re all here to give money confidence to our customers and communities. Wherever you work in TSB you can make a real difference to your career, our business, and the wider community. We’re looking for people who are as passionate as we are about providing a brilliant experience to customers.

You’ll live near our Fraud hub in Swansea, 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 we need today

We’re looking for conscientious, enthusiastic people who bring a talent for talking to and helping different kinds of people.

How you’ll make a difference

As a Customer Service Consultant within Transactional Fraud Operations telephone-based team 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.

What you’ll bring

• Consistently communicate with our customers in the most productive way when they need us.
• Customers want to speak to friendly, helpful people when they call their bank.
• You’ll be able to find out exactly what our customers’ needs are by listening to them and building good relationships, always looking to be better for each customer.
• You’ll be there to give customers clear information and advice. There are no scripts, no jargon and no unachievable targets.
• You’ll answer calls, build a rapport, and help make sure that every TSB customer gets the most out of what the bank has to offer.
• You will support customers with all their banking queries and be keen to develop yourself to build capability and confidence enabling you to help customers in different ways.

Selection Process

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.

Here are some of the questions you’ll be asked at interview:

• Motivation – What do you find most draining or tiresome?
• Competency – 'Drive Better' - Tell me about a situation when it was important for you to deliver outstanding results. Why was it important, what did you do, what challenges did you face?
• Competency – Communications - If you found yourself in a situation where you were explaining something to another person, but they were struggling to understand what you were saying, how would you respond?
• Inclusion – What would you do if you heard a colleague say something inappropriate to another colleague?

What we offer in return

• 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%/£1,200 on target) based on company performance.
• Fantastic company pension – TSB contributing up to 13%.
• 25 days holidays (plus bank holidays).
• Private Healthcare.
• Hybrid working arrangements to support a healthy work/life balance once you are competent within your role.
• A diverse, energising, and collaborative working environment.
• A career that’s enriching and full of opportunities.

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.