Customer Service Consultant - Fraud

TSB Bank; Sunderland; Hybrid; GBP 24,000; Full time

Job summary

A leading financial institution is seeking a Customer Service Consultant to join their Transactional Fraud Operations team. You will provide essential support to customers, answering queries related to fraud. The role requires excellent communication and listening skills to build rapport and ensure customer satisfaction. The position offers a competitive salary of £24,000 plus a cash allowance and a comprehensive benefits package, including private healthcare and a generous pension scheme. You will also enjoy a flexible working environment after reaching competency.

Benefits

Private healthcare

Generous pension contributions

25 days holiday plus bank holidays

Flexible benefits options

Qualifications

• Experience in customer service roles, especially over the phone.
• Ability to build rapport with customers and handle queries effectively.
• Willingness to adapt and learn about banking processes.

Responsibilities

• Assist customers with transactional fraud queries.
• Provide clear information and support over the phone.
• Build relationships with customers to better understand their needs.

Skills

Communication skills

Listening ability

Customer service orientation

Job description

Overview

TSB Bank Plc

Job Title: Customer Service Consultant

Function: Transactional Fraud Operations

Location: Swansea/Sunderland

Contract: Full time 12 month Fixed Term Contract

Salary: £24,000 plus cash allowance of £2,160 plus excellent benefits including private healthcare and bonus

Closing Date: 12 January 2026

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. We’re looking for people who are as passionate as we are about providing a brilliant experience to customers. You’ll live near our fraud hub in Sunderland and be able to travel to our hub for induction training and be flexible to work in our office 100% of the time for the initial 6 months. After the initial 6 months and once you have reached the required competency standard it will be a few times a week. If working remotely is new to you, don’t worry, we’ll give you the support and equipment you need to get set up, including a company laptop. In return we ask that you have a suitable environment to work that allows you to focus on our customers without distraction.

We’ll need you answering calls when our customers need us, you’ll work 35 hours per week between 8am and 9pm Monday to Sunday. Your shifts may vary week on week, we’ll ensure you know your shift pattern at least 4 weeks in advance.

What we need today

We’re looking for conscientious, enthusiastic people who bring a talent for talking to and helping different kinds of people.

How you’ll make a difference

As a Customer Service Consultant within Transactional Fraud Operations 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. You will make a difference in your role by listening, building relationships, and gathering a detailed picture of each unique situation. You will help to protect our customers and our business from financial loss relating to fraud. Then you’ll make sure the right action gets taken.

What you’ll bring

• Consistently communicate with our customers 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 a rapport, and help make sure that every TSB customer gets the most out of what the bank has to offer.
• 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 holidays (plus bank holidays).
• Private Healthcare.
• Hybrid working arrangements to support a healthy work/life balance once you are competent within your role.
• A diverse, energising, and collaborative working environment.