At a Glance
- Tasks: Investigate and resolve customer complaints, ensuring fair and timely outcomes.
- Company: Join TSB, a key part of the Santander organisation, focused on customer service excellence.
- Benefits: Gain valuable experience in a supportive environment with opportunities for growth.
- Other info: Diverse and inclusive workplace that values your unique perspective.
- Why this job: Make a real difference by helping customers regain trust and confidence.
- Qualifications: Experience in complaint handling, strong communication skills, and attention to detail.
The predicted salary is between 24300 - 29700 £ per year.
Country: United Kingdom
IT STARTS HERE
TSB is a key part of the Santander organisation. When customers 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 Customer Services are looking for a Case Handler based in Birmingham or Barnwood. Delivering great service to our customers is what we strive for at TSB, but we know that sometimes things don't always go to plan. When that happens, our Customer Relations team plays a vital role in ensuring customer complaints are resolved fairly, efficiently and, wherever possible, right first time.
In this role, you'll make a real difference by helping customers regain confidence and trust when things have gone wrong. Through detailed investigation, sound judgement and a commitment to fair outcomes, you'll support customers at important moments while helping us identify opportunities to improve the services we provide.
We're shaping the way we work through innovation, collaboration and a continued focus on delivering brilliant customer experiences. To succeed in this role, you will be responsible for:
- Investigating and resolving allocated customer complaints in a fair, timely and professional manner.
- Taking ownership of customer cases from initial review through to final resolution and communication of outcomes.
- Liaising with colleagues and business areas across the organisation to gather information and support thorough investigations.
- Applying complaint handling principles and regulatory requirements to reach balanced and customer-focused decisions.
- Identifying trends and recurring themes within complaints and providing feedback to help drive continuous improvement.
- Assessing whether compensation is appropriate and making clear, well-reasoned recommendations and decisions.
- Maintaining accurate, comprehensive and consistent records of investigations, findings and decision-making activity.
- Supporting positive customer outcomes while maintaining a strong focus on governance, risk management and regulatory compliance.
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:
- Complaint handling experience ideally gained within Financial Services, Banking or Insurance.
- Knowledge of FCA regulations and Financial Ombudsman Service (FOS) complaint handling principles.
- Exceptional attention to detail and a commitment to maintaining high-quality and accurate records.
- Strong analytical, evaluative and problem-solving skills with the ability to make balanced decisions.
- Excellent written and verbal communication skills with the confidence to explain complex information clearly.
- Outstanding interpersonal skills and the ability to build effective working relationships with a wide range of stakeholders.
- The drive and initiative to develop and maintain knowledge of regulatory guidance, industry developments and complaint handling best practice.
WE VALUE YOUR IMPACT
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. We're committed to creating a recruitment experience that's accessible, fair and welcoming for all candidates.
WHAT TO DO NEXT
If this sounds like a role you are interested in, then please apply. 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 | Case Handler | Grade C | Customer Service | Barnwood / Birmingham | 12M Secondment employer: Tsb Uk
At TSB, we pride ourselves on being an excellent employer that values innovation and collaboration. With a strong commitment to employee growth, we offer a competitive salary, a generous benefits package, and opportunities for career advancement within a supportive and inclusive work culture. Located in vibrant cities like Bristol, Edinburgh, and London, our team members enjoy a dynamic environment where their contributions are recognised and rewarded, making a meaningful impact on our customers' financial confidence every day.
StudySmarter Expert Advice🤫
We think this is how you could land TSB | Case Handler | Grade C | Customer Service | Barnwood / Birmingham | 12M Secondment
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Tsb Uk. 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 Tsb Uk 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 | Case Handler | Grade C | Customer Service | Barnwood / Birmingham | 12M Secondment
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 Tsb Uk:Your cover letter is your chance to shine! Tell us why you want to work at Tsb Uk 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 Tsb Uk!
How to prepare for a job interview at Tsb Uk
✨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.
