Santander
TSB | Customer Service Consultant | Grade B | Contact Centre | Swansea | 12 month FTC
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TSB | Customer Service Consultant | Grade B | Contact Centre | Swansea | 12 month FTC
Country: United Kingdom
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
TSB Telephone Banking are looking for a Customer Service Consultant based in our Swansea office. In this role, you'll play a key part in helping customers feel confident, supported and valued whenever they contact us. As the friendly voice of TSB, you'll provide outstanding service over the phone, supporting customers with their banking needs while building trust through every interaction.
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:
- Supporting customers over the phone with a wide range of banking queries
- Understanding customer needs and providing clear, practical solutions while delivering an excellent customer experience
- Building rapport with customers and resolving enquiries efficiently using our systems and processes
- Working a 35-hour week between 8am and 8pm, Monday to Sunday, following a rotating shift pattern of three weeks 12pm–8pm and one week 8am–4pm
- Completing your first four months in our Swansea office before transitioning to a home-based arrangement with periodic office attendance
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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
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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
The Santander Effect
Our work touches 140 million lives every day. How? By always innovating, sharing our experiences, questioning how we do things and adapting to new challenges. As we keep reinventing ourselves for the digital age, you’ll find that with us, even your smallest action will have a massive impact. That’s the Santander Effect.
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