Customer Service Consultant

TSB Bank; Newcastle upon Tyne; On-site; GBP 24,000; Full time

Job summary

A major UK bank in Newcastle upon Tyne is looking for a Customer Service Consultant to assist customers in using various banking channels comfortably. Responsibilities include responding to customer inquiries, educating them on products, and building strong customer relationships. Ideal candidates possess excellent customer service skills and digital proficiency. This is a full-time role on a fixed-term contract with a competitive salary, benefits, and an inclusive work environment.

Benefits

£24,000 base salary plus cash allowance

Variable Pay Award of 5%

TSB pension up to 13%

25 days holiday plus bank holidays

Private healthcare

Qualifications

• Excellent customer service skills in person, video calls, and over the phone.
• Ability to help answer questions and sort out problems.
• Strong team player with a collaborative approach.

Responsibilities

• Help customers build confidence in using banking services.
• Respond to customer enquiries and address their needs.
• Educate customers about products and services.

Skills

Excellent customer service skills

Strong understanding of customer needs

Problem-solving abilities

Team collaboration

Digital proficiency

Job description

Job Title

Customer Service Consultant

Contract Type

12 Month Fixed Term Contract

Function & Location

Branch Banking – Newcastle

Hours

Full Time 35 Hours, Flexible Rotational 8am‑8pm Monday‑Saturday

Salary & Benefits

• Base £24,000 plus £2,160 cash allowance (9%)
• Variable Pay Award 5% (£1,200) on target
• TSB pension up to 13%
• 25 days holiday + bank holidays
• Private Healthcare

How you’ll make a difference

As a Money Confidence Expert, you’ll help personal and business customers build confidence in using the different ways they can bank with TSB. You’ll show and help them get the most from their channels of choice so their everyday banking is easy and convenient. Through face‑to‑face interactions, telephone and video banking, you’ll build and deepen customer relationships by getting to know them and their unique needs. You’ll be responsible for responding to customer enquiries, addressing their needs and proactively educating them about our products and services in the most convenient way for the customer. By going the extra mile and offering them financial support that might even change their lives. Building a great relationship, adding that personal touch and making them feel that TSB is the only bank for them.

What you’ll bring

• Excellent customer service skills in person, video calls and over the phone
• Strong understanding of what customers need and the best way to support them with their current and future goals
• Ability to help answer questions and sort out problems
• Strong team player with a collaborative approach to improve overall customer satisfaction
• Digital proficiency – ability to educate and assist customers to digitally self‑serve using their own device or branch tablets with online banking and mobile App

Location Requirements

Candidates must be able to commute to other branch locations. A journey from home to work of up to 1¼ hours (≈25 miles) is considered reasonable by TSB.

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. Please let us know what adjustments you’d benefit from throughout our process.