TSB Bank
Customer Service Consultant
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Customer Service Consultant – Money Confidence Expert
Contract Type: 12 Month Fixed Term Contract Location: Grimsby, UK Function: Branch Banking Hours: Full Time (35 hrs/week) Salary: £26,160 (£24,000 base + cash allowance of £2,160)
About the Role
As a Customer Service Consultant at TSB, you’ll play the crucial role of Money Confidence Expert. Your mission is to empower both personal and business customers by guiding them through banking solutions that make their lives easier.
Through face-to-face, telephone, and video banking, you’ll build trusting relationships by understanding their unique needs and supporting them in choosing the most convenient banking channels. Whether troubleshooting enquiries, educating customers on products, or offering proactive financial advice, your dedication will transform banking from mundane to effective.
At TSB, we hope you’ll exceed expectation—like offering financial support that could change someone’s life. By combining a personal touch with exceptional customer service, you’ll help TSB stand out as their preferred bank.
Key Responsibilities
- Provide exceptional customer service in face-to-face, phone, and video interactions.
- Tailor solutions to customer needs, ensuring they feel confident and well-supported.
- Actively educate customers on TSB’s products, online banking, and mobile app usage.
- Proactively identify opportunities to improve customer satisfaction and partner with the team for system-wide improvements.
- Guarantee 100% bilingual service (English)—knowledge of other languages is a bonus.
- Embrace digital innovation and help customers become proficient in self-service banking.
- Design and deliver in-branch training to empower staff on customer service excellence.
- Maintain high moral integrity, adhering to TSB’s ethical codes.
- Support Inclusion & Diversity initiatives to ensure every customer feels valued.
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Essential Requirements
✔ Exceptional ability to communicate clearly—impeccable verbal English (written Polish considered useful). ✔ Strong interpersonal skills: aren’t just great with people but understand their needs. ✔ Flexible attitude to shift/rotational working (8 am–8 pm, Mon–Sat). ✔ Reliable transport to undertake collective meetings and commute to other branch locations. ✔ Commitment to TSB’s values of Empathy, Integrity, Courage, and Pride.
Supporting Attributes
🔹 A flair for analyzing customer questions and finding innovative solutions. 🔹 Customer genetically pulled to go above and beyond for a smile. 🔹 Able to lead a learning attitude and trust in shared improvements. 🔹 Curiosity about financial products and desire to deepen knowledge.
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Location and Travel
- Must be available for commutes up to 1¾ hours (~25 miles one way).
- Will support TSB in visiting other branches occasionally.
What We Offer
Base Salary: £24,000 (day one). Extra Benefit: £2,160 financial allowance—spend annually on cash in pay or flexible benefits (holiday top-ups, health plans like cycle2work, etc.). Variable Pay: Earn £1,200-guaranteed if hitting company performance targets. Pension: 13% employer contribution from TSB. Holidays: 25 days + Bank Holidays (equating to 38 days). Private Healthcare Cover.
Why Join TSB?
At TSB, we turn ‘money confidence’ into reality every day. We believe that well-being isn’t monetary—it’s powered by personal relationships, transparency, and passion. Our goal is to create an inclusive culture where diverse experiences help us serve everyone equitably.
If you’re someone who loves making real differences (without exchanging cash for players), we’d love to hear from you.
💡 Always more than meets the eye. If you meet some—but not all—ticking boxes, bring your eagerness and an open spirit. Let’s collaborate with you.
⛔ Accessibility: TSB is a Disability Confident Leader—if you meet the requirements and have considerations for support, please share them—we’ll ensure you’re considered and accommodated.
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