TSB | Customer Service Consultant | Grade B | Branch Banking | Birmingham | 12 Month FTC

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

TSB Branch Banking are looking for a Money Confidence Expert (Digital) based in our central Birmingham or Great Barr branch.

In this role, you’ll play a key part in helping customers feel confident, capable and in control of their finances. You’ll support personal banking customers to make the most of digital banking, while delivering a personalised, human experience that builds long-term trust and loyalty.

We’re shaping the way we work through innovation, collaboration and the use of digital tools to make banking simpler for our customers. To succeed in this role, you will be responsible for:

• Supporting customers across face-to-face, telephone and video channels to meet their banking needs
• Helping customers build confidence in using digital banking services, including mobile and online platforms
• Understanding customer needs and proactively identifying the most suitable products and services
• Resolving customer queries efficiently and providing clear, practical solutions
• Building strong, lasting relationships through personalised service and regular engagement
• Encouraging digital self-service adoption using customer devices and in-branch technology
• Collaborating with colleagues to deliver a consistent and high-quality customer experience
• Identifying opportunities to improve how we support customers and enhance service delivery

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 delivering excellent customer service across multiple channels (Required)
• Experience supporting customers with financial products or services (Preferred)
• Experience working in a collaborative team environment (Required)

WE VALUE YOUR IMPACT

At Santander, 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

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