Customer Service Consultant

TSB Bank; Woking; Remote; GBP 24,000; Full time

Job summary

A leading financial institution is seeking a Customer Service Consultant to assist mortgage customers with their queries. This fully remote role involves engaging with customers through calls, providing them with clear information and support while developing rapport. The ideal candidate will have strong customer engagement skills and a passion for helping others. The position offers a competitive salary of £24,000 and a comprehensive benefits package, including healthcare and pension contributions.

Benefits

Extra 9% salary for flexible benefits

Variable Pay Award based on performance

Pension contributions up to 13%

25 days holiday plus bank holidays

Private Healthcare

Qualifications

• Ability to build rapport with customers and listen actively.
• Friendly and helpful demeanor in customer interactions.
• Capability to provide clear information and advice without jargon.

Responsibilities

• Assist customers with mortgage queries via inbound and outbound calls.
• Engage with customers to ensure their banking needs are met.
• Support customers by simplifying their banking experience.

Skills

Customer engagement

Communication

Problem-solving

Teamwork

Job description

Job Role: Customer Service Consultant
Function: Mortgage Servicing, Customer Service Operations
Contract type: 12 month fixed term contract
Location: Barnwood, Gloucester (fully remote)
Closing date: 12 December 25
Start Date: 09 February 26

At TSB we’re all here to give money confidence to our customers and communities. Wherever you work in TSB you can make a real difference to your career, our business, and the wider community.

How you’ll make a difference

As a Mortgage Servicing Customer Service Consultant you will be part of a telephone and administration-based team and spend your time helping our existing mortgage customers with a variety of queries and helping them be Money Confident. You will take both inbound and outbound calls to ensure we meet our customer's needs. You’ll find out exactly what our customers need by listening, building relationships and a detailed picture of each unique situation.

Shifts are on a rotational basis between the hours of 8.30am – 7pm Monday to Friday. Full-time working hours are 35 hours per week. Our head office site is Barnwood in Gloucester; however these roles can be fully remote.

What you’ll bring

• By feeling what the customers feel you’ll be able to consistently engage with them in the most productive way when they need us.
• Customers want to speak to friendly, helpful people when they call their bank. You’ll be able to find out exactly what our customers’ needs are by listening to them and building good relationships, always looking to be better for each customer.
• 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 rapport and help make sure that every TSB customer gets the most out of what the bank has to offer.
• 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.

What we offer in return

We’ll pay you a base salary of £24,000 from day one, and an excellent benefits package which includes:

• Extra 9% of your salary (£2,160) 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%/£1,200 on target) based on company performance.
• Fantastic company pension – TSB contributing up to 13%
• 25 days holiday (plus bank holidays)
• Private Healthcare

Selection process

You will have a structured, competency‑based interview with the Hiring Manager plus another member of the team remotely via Microsoft teams.

1. Motivation question – What motivates and energises you?
2. Customer Focus – What does excellent customer service mean to you?
3. Collaborative Working – What does effective team working mean to you?
4. Inclusion Question – What does diversity, equality and inclusion mean to you?

If this sounds right up your street, come and join our team. We make things happen! We are TSB. Life Made More.

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