At a Glance
- Tasks: Help customers with fraud concerns and provide excellent service over the phone.
- Company: Join TSB, a part of Santander, focused on customer confidence and support.
- Benefits: Competitive salary, flexible benefits, private healthcare, and 25 days holiday.
- Other info: Dynamic team environment with opportunities for career growth.
- Why this job: Make a real difference in customers' lives while developing your skills.
- Qualifications: Friendly phone manner, strong communication skills, and a passion for helping others.
The predicted salary is between 24700 - 24700 £ per year.
Country: United Kingdom
IT STARTS HERE
TSB is a key part of the Santander organisation. At TSB, we exist to help our customers make the most of their money, so that they can feel money confident every day. When they 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 Fraud Operations are looking for a Customer Service Consultant based in our Sunderland office for telephone-based roles. In this role, 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.
You’ll live near our Fraud hub in Sunderland, be able to travel to our hub for induction training and be flexible to work in our office 100% of 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 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.
- A friendly and confident telephone manner with the ability to build strong customer relationships
- Strong communication and active listening skills
- A genuine passion for helping customers and delivering excellent service
- A willingness to learn, develop and build new skills
- A positive and adaptable approach within a fast-paced team environment
WE VALUE YOUR IMPACT
At TSB, your contribution matters. We recognise the difference you make every day, and we make sure you feel valued, supported and rewarded in return. 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
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. 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. We’re committed to creating a recruitment experience that’s accessible, fair and welcoming for all candidates. When applying, please consider the travel distance, time and cost to your chosen office location.
WHAT TO DO NEXT
If this sounds like a role you are interested in, then please apply. 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. 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 | Customer Service Consultant | Grade B | Fraud Operations | Sunderland | 12 Month FTC employer: Tsb Uk
At TSB, we pride ourselves on being an excellent employer, offering a supportive and inclusive work culture that values every team member's contribution. Located in Sunderland, our Fraud Operations team provides a dynamic environment where you can grow your career while making a meaningful impact on customers' financial confidence. With competitive salaries, flexible benefits, and a commitment to employee development, TSB is dedicated to helping you thrive both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land TSB | Customer Service Consultant | Grade B | Fraud Operations | Sunderland | 12 Month FTC
✨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 | Customer Service Consultant | Grade B | Fraud Operations | Sunderland | 12 Month FTC
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.
