Customer Service Consultant - Secured Lending

TSB Bank; Gloucester; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading bank in the UK is looking for a Customer Service Consultant to join their Financial Support team in Gloucester. This role involves helping customers in financial difficulty and requires excellent communication skills and empathy. You'll engage with customers to provide tailored support and resolve banking queries. The position offers a starting salary of £26,160, flexible benefits, and a commitment to inclusion and diversity in the workplace.

Benefits

Base salary of £24,000 (reviewed annually)

Extra 9% cash allowance (£2,160)

Variable Pay Award based on performance

Company pension contribution

25 days holidays plus bank holidays

Private Healthcare

Qualifications

• Understand household budgeting and financial pressures.
• Ability to engage effectively with customers in distressful situations.
• Experience in telephony-based customer service is a plus.

Responsibilities

• Help customers return to financial health as a Financial Paramedic.
• Build relationships to understand customer needs accurately.
• Support customers with banking queries and difficulties.

Skills

Excellent communication skills

Financial services experience

Ability to empathize

Multi-skilled customer service capability

Job description

Job Title: Customer Service Consultant

Location: TSB Office Barnwood, Gloucester

Contract Type: 12 Month Fixed Term Contract

Hours: We are open 8am – 6:30pm Monday to Friday and 9am – 12pm on a Saturday, including bank holidays. Full time working hours are 35 hours per week. We are open to part time applications.

Salary

£26,160 (£24,000 base, plus cash allowance of £2,160) and excellent benefits

Closing Date

31 December 2025

Start Date

16 February 2026

At TSB, we’re committed to making banking better for everybody by helping people be confident in managing their money call this "Money Confidence".

We’re inviting you to bring your unique perspective to a team where your practical life skills are recognized and valued. We understand the value of real-world experience the kind you gain by running a household, budgeting for a family, or navigating life’s unexpected challenges. These are precisely the skills we need.

How you’ll make a difference

As a Customer Service Consultant in our award-winning Financial Support team, you’ll act like a Financial Paramedic—helping mortgage customers return to financial health. 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.

What You’ll Bring

Financial services experience is beneficial, but honestly, it isn’t essential. If you understand how to budget, how household bills work, and the pressures families face—you already have the core skills for this role. Paired with your excellent communication skills, you’ll quickly learn the technical side of things and will be able to meet our customer’s needs.

• By feeling what the customers feel you’ll be able to consistently engage with them in the most productive way when they need us the most.
• Multi-skilled to carry out a variety of telephony-based customer service activities, ensuring that processes, procedure, and regulatory standards are achieved.
• Helping customers in financial difficulty, diagnosing symptoms and tailor making treatments to help our customers back to financial health.
• Customers want to speak with friendly, helpful people when they call their bank. Working like a Financial Paramedic, 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.
• 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 confidence helping customers remain in their homes, today, tomorrow and in the future.

What we offer in return

Your total reward will be up to £26,160 from day one, made up of your base salary and flexible cash allowance option plus more excellent benefits package which includes:

• Base salary of £24,000 (reviewed annually).
• 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% of your salary (£3120 of base salary).
• 25 days holidays (plus bank holidays).
• Private Healthcare.

Selection process

You will be invited to an assessment centre in Gloucester, including a structured, competency-based interview, as well as a chance to demonstrate problem solving and communication skills! Here are some of the questions you’ll be asked at interview:

• Motivation - What motivates and energises you?
• Drive Better - If a situation occurred where you were trying hard to do your best at work but a customer was still not happy with your service, and was getting angry and upset, how would you respond?
• Customer Focus - Describe a time when you gained the trust of a customer or colleague?
• Inclusion - Describe how your career / life has been impacted by exposure to diverse people, places or experiences.

Chat with the Team

Before you apply, we are offering you an opportunity to join a Virtual open session with some of the team to learn more about the role. It's a chance to ask questions and see if this environment is the right fit for you. No need to book! Just click the link to join us or apply for the role now!

Monday 15th December - 18:30 - 19:00 Drop in session - Customer Service Consultant vacancies at TSB (Financial Support) | Meeting-Join | Microsoft Teams

Friday 19th December - 11:30 - 12:00 Drop in session - Customer Service Consultant vacancies at TSB (Financial Support) | Meeting-Join | Microsoft Teams

If this sounds right up your street, come and join our team. We make things happen!

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.