At a Glance
- Tasks: Support customers via phone and video, ensuring a smooth banking experience.
- Company: Join Santander, a tech-driven organisation focused on customer-centric transformation.
- Benefits: Competitive salary, flexible benefits, private healthcare, and 25 days holiday.
- Other info: Opportunities for career growth and a supportive work environment.
- Why this job: Make a real difference for customers during their transition to Santander.
- Qualifications: Passion for customer service and effective communication skills required.
The predicted salary is between 40500 - 49500 £ per year.
Country: United Kingdom
IT STARTS HERE
Santander (www.santander.com) is evolving from a global, high-impact brand into a technology-driven organisation, and our people are at the heart of this journey. Together, we are driving a customer-centric transformation that values bold thinking, innovation, and the courage to challenge what’s possible.
This is more than a strategic shift. It’s a chance for driven professionals to grow, learn, and make a real difference. Our mission is to contribute to help more people and businesses prosper. We embrace a strong risk culture and all our professionals at all levels are expected to take a proactive and responsible approach toward risk management.
Retail & Commercial Banking is a global business integrating all our retail and commercial banking activities to better serve our customers, improve efficiency and drive value creation.
THE DIFFERENCE YOU MAKE
Santander is looking for Customer Service Consultants based out of our Sunderland Contact Centre. We’re recruiting for multiple positions, with successful candidates joining us from 21 September 2026 and no later than 5 October 2026. Working a 35-hour week between 8am and 8pm, 5 days per week between Monday to Sunday, following a rotating shift pattern of which we’ll give you with 4 weeks’ notice.
This is a fixed term contract role for 12 months within Santander, and an exciting opportunity to play a crucial part in the TSB to Santander integration. Initially, you’ll work from our Sunderland Office full time on-site, focusing on supporting TSB customers throughout their transition to Santander, helping to deliver a smooth and positive experience while ensuring our customers continue to feel confident about their money.
You’ll be joining at an important time, with the opportunity to make a real difference for our customers and help shape their experience as they transition to Santander.
We’re shaping the way we work through innovation, cutting-edge technology, collaboration and the freedom to explore new ideas.
To succeed in this role, you will be responsible for:
- Supporting customers across telephone and video channels to meet their banking needs
- Helping customers build confidence in using digital banking services, including mobile and online platforms
- Resolving customer queries efficiently and providing clear, practical solutions
- Encouraging digital self-service adoption using customer devices and in-branch technology
- Collaborating with colleagues to deliver a consistent and high-quality customer experience
- Identifying opportunities to improve how we support customers and enhance service delivery
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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Professional Experience (required)
- Passionate about delivering outstanding customer service either from a face to face or a telephony background, previous financial services background isn’t essential as we’ll provide you training
- The ability to listen and communicate effectively with customers to truly understand their needs
- A willingness to learn, develop and build new skills
- A positive and adaptable approach within a fast-paced team environment
It would also be nice for you to have:
- A real desire to go above-and-beyond for customers
- Effective team working skills with a flexible, can-do approach to work
- The ability to follow established processes while using sound judgement and initiative when needed.
- Openness to taking on a variety of responsibilities and supporting activities outside of day-to-day expectations.
You will require the right to work in the UK.
WE VALUE YOUR IMPACT
At Santander, your contribution matters. We recognise the difference you make every day, and we make sure you feel valued, supported and rewarded in return. Here, recognition goes beyond pay. It’s about the pride you feel in your work, the impact you have on customers and communities, and the opportunities you have to grow and thrive — personally and professionally.
We’ll pay you a 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%/£1,235 on target) based on company performance.
- Fantastic company pension – TSB contributing up to 13%
- 25 days holidays (plus bank holidays)
- Private Healthcare
- Opportunities to grow your career within a global organisation
- Wellbeing that goes beyond work — we work with a range of wellbeing partners across our 4 pillars of wellbeing (physical, mental, social and financial) to give you access to a suite of apps, discounted gym and fitness access, weekly online classes, flexible healthcare and mental health support.
- Support for every life stage — from menopause and pregnancy to parenthood and beyond, with enhanced family leave, childcare options and tailored wellbeing support.
- Time to give back through volunteering opportunities that let you make a difference in the communities we serve.
- Global growth opportunities to shape your career, learn new skills and explore what’s possible across our international network.
Ready to be recognised? It starts with you.
LOCAL COMPLIANCE
At Santander, we’re proud to be an inclusive organisation that provides equal opportunities for everyone — regardless of age, gender, disability, civil status, race, religion or sexual orientation. We’re committed to creating a recruitment experience that’s accessible, fair and welcoming for all candidates. We want our people to thrive — at work and at home — while delivering the best outcomes for our customers and supporting each other to grow.
To make this possible, our roles are site-based with a hybrid working pattern, following the completion of onsite training. Once full-time on-site training has been completed, colleagues are then expected to attend the office at least 12 days per month.
When applying, please consider the travel distance, time and cost to your chosen office location(s).
Right to work in the UK
All candidates must have the right to work in the UK to commence employment with Santander.
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
Customer Service Consultants | S1 – P1 | Voice | Sunderland | 12 Month FTC employer: Tsb Uk
At TSB, we pride ourselves on being an excellent employer that values our people and their contributions. Located in Milton Keynes, our branch banking team fosters a collaborative and inclusive work culture, offering robust career growth opportunities and a comprehensive benefits package, including a competitive salary, generous pension contributions, and private healthcare. Join us to make a meaningful impact while helping customers feel confident in managing their finances every day.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Consultants | S1 – P1 | Voice | Sunderland | 12 Month FTC
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Tsb Uk.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Tsb Uk. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Service Consultants | S1 – P1 | Voice | Sunderland | 12 Month FTC
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Tsb Uk.
How to prepare for a job interview at Tsb Uk
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Tsb Uk's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Tsb Uk offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
