Customer Service Consultant Rotational remote & office based

Job description

At TSB, we believe businesses need to reflect the communities they serve. This is why we have a long-term commitment to diversity and inclusion.

It’s important to us to make sure we bring the best talent to our business, regardless of characteristics such as race, gender, disability, age, sexual orientation or social background. Our focus on diversity and inclusion is a key part of how we support and develop the people who work here. It helps us build a stronger culture where no matter what background you come from you feel valued and confident in bringing your whole self to work.

Job Role: Customer Service Consultant (Rotational remote & office based)

Function: Financial Support Services Team, Customer Service Operations

Location: Barnwood, Gloucester

Salary: £19000 with the potential to increase to £21000 after 12 months

We’re looking for people who are as passionate as we are about providing a brilliant experience to customers.

At TSB we’re here to make banking better for everybody by helping people be confident in managing their money - we call this Money Confidence.

As a Customer Service Consultant within our Financial Support Services telephone-based team 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 by listening, building relationships and a detailed picture of each unique situation. Helping our customers and our business at the most critical of times.

As part of TSB’s ’new ways of working’ there will be a requirement to work from home on a rotational basis, meaning you will need to be able to access the Barnwood head office in Gloucester on a regular basis so must be witihn reasonable communting distance. Initial training will be office based and full time. In addition we will provide you with a work from home kit to enable you to work from home comfortably.

We’ll pay you £19000 from day one, with the potential to increase to £21000 after 12 months when you’re able to help more customers in more ways. Other benefits include an annual award based on company performance (10% on target), an extra 4% of your salary to spend on flexible benefits each year, a company pension scheme and 22 days holidays (plus bank holidays).

What we need today

Financial services experience isn’t essential, but thanks to your excellent communication skills, and a proven talent for customer service, you’ll have no problem learning quickly and meeting our customer’s needs. At TSB we:

• Feel what customers feel - By feeling what the customers feel you’ll be able to consistently engage with them in the most productive way when they need us.
• Look for better - Customers want to speak to friendly, helpful people when they call their bank. You’ll be able to find out exactly what our Customer’s needs are by listening to them and building good relationships, always looking to be better for each customer.
• Say it straight - You’ll be there to give customers clear information and advice. There are no scripts, no jargon and no unachievable targets. You’ll answer calls, build a rapport and help make sure that every TSB customer gets the most out of what the bank has to offer.
• Do what matters - Delivering for our customers and keeping things simple is key. You will support customers with all their banking queries and be keen to develop yourself to build capability and confidence enabling you to help customers in different ways.

Shifts are on a rotational basis between the hours of 8am - 9pm Monday to Friday and 9am - 5pm on a Saturday. Full time working hours are 35 hour per week, part time working hours are available from a minimum of 21hrs per week to include a Saturday on a rotation, we’re really happy to talk about the hours that would suit you.

We’ll make sure you have all the support and training you need to deliver a great customer experience and over time you’ll improve your skills to become an expert in a specific area.

If you’d like to get stuck in and be part of the TSB team, hit Apply