At a Glance
- Tasks: Support risk management and enhance customer experience in a dynamic team.
- Company: Join TSB, part of Santander, focused on customer-centric transformation.
- Benefits: Flexible location, inclusive culture, and opportunities for personal growth.
- Other info: Diverse teams valued; we encourage all backgrounds to apply.
- Why this job: Make a real impact by improving customer confidence and experiences.
- Qualifications: Experience in risk and compliance within customer service environments.
The predicted salary is between 72000 - 88000 £ 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.
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
As a Specialist Customer Service Assistant Manager, you will provide technical risk, control and compliance support within the Customer Service function, working closely with customer‑facing teams and supporting the wider Control and Capability agenda. 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:
- Support the delivery and embedding of risk, control and compliance activity by helping to strengthen risk mitigation, maintain effective controls, and ensure alignment to the Risk Management Framework (RMF).
- Contributing insight, data and practical support to agreed initiatives, helping leadership teams understand risks, controls and downstream impacts.
- Proactively supporting risk assessments, event management and control activity, and by using data and insight to identify friction points affecting customer and colleague experience, your work will directly support improvements in Customer Experience, Good Outcomes, Commerciality and Risk.
- Playing a key role in fostering a culture of risk awareness, continuous improvement and regulatory compliance across Customer Service.
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.
- Experience providing risk and control support within a customer service or operational environment, aligned to risk and compliance frameworks.
- Ability to identify, assess and mitigate risks, supporting effective control design, event management and accurate risk profiling.
- Strong analytical skills, using data and insight to identify risks, improve controls and enhance customer and colleague experience.
- Understanding of relevant regulatory requirements and the ability to support compliance with applicable laws, regulations and standards.
- Strong organisational, stakeholder management and collaboration skills, with the ability to support change initiatives and deliver risk, control and compliance outcomes.
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. 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. 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. 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 | Specialist Customer Service Assistant Manager | Grade D | Customer Support | Flexible Location | 12M Secondment in Swansea 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 | Specialist Customer Service Assistant Manager | Grade D | Customer Support | Flexible Location | 12M Secondment in Swansea
✨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 | Specialist Customer Service Assistant Manager | Grade D | Customer Support | Flexible Location | 12M Secondment in Swansea
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.
