Financial Support Consultant (FTC)

TSB Bank; Gloucester; On-site; GBP 24,000 - 27,000; Full time

Job summary

A financial services provider in Gloucester is seeking a Financial Support Consultant on a 12-month fixed-term contract. You will assist customers with financial difficulties, offering support and solutions based on their unique situations. The ideal candidate should possess strong communication skills and a passion for customer service. This full-time position offers a competitive salary and benefits, including private healthcare and a pension plan.

Benefits

Extra cash allowance

Variable Pay Award based on performance

13% pension contribution

25 days holidays plus bank holidays

Private Healthcare

Qualifications

• Experience in financial services is not essential.
• Ability to engage with customers productively.
• Empathy in helping customers in financial difficulty.

Responsibilities

• Help customers experiencing money worries via telephone.
• Build relationships and understand customers' unique situations.
• Resolve complaints following TSB's procedures.

Skills

Excellent communication skills

Proven talent for customer service

Ability to empathize with customers

Multi-skilled in administrative and telephony support

Job description

Career Opportunities: Financial Support Consultant (FTC) (31383)

Job Title: Financial Support Consultant (12 month Fixed Term Contract)

Location: TSB Office Barnwood, Gloucester

Hours: 9am – 6pm Monday to Friday and 9am – 1pm on a Saturday, including bank holidays. Full time working hours are 35 hours per week.

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

Closing Date: 28 November 25

Start Date: 19 January 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.

We’re looking for people who are as passionate as we are about providing a brilliant experience to customers. At TSB we’re here to make banking better for everybody by helping people be confident in managing their money – we call this Money Confidence.

How you’ll make a difference

As a Financial Support Consultant within our Financial Support telephone-based team you’ll spend your time helping people when they are experiencing money worries. 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 isn’t essential, but thanks to your excellent communication skills, and a proven talent for customer service, you’ll have no problem learning quickly and meeting 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.
• Multi-skilled to carry out a variety of administrative and telephony customer service activities, ensuring that the work is completed in line with all specified TSB processes, procedure, standards and relevant external regulations.
• Helping customers in financial difficulty, exploring ways to support them back to good financial health.
• Takes ownership of complaints and resolves in line with TSB complaint handling policy as well as completing the root cause analysis.
• Customers want to speak to friendly, helpful people when they call their bank. 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.
• You’ll be there to give customers clear information and advice by following TSB support tools. 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.
• 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 holidays (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.

Here are some of the questions you’ll be asked at interview:

1. Motivation - What motivates and energises you?
2. 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?
3. Customer Focus - Describe a time when you gained the trust of a customer or colleague?
4. Inclusion - Describe how your career / life has been impacted by exposure to diverse people, places or experiences.

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 our colleagues to feel at home here, no matter their background. Diverse teams are what helps us deliver Money Confidence. For everyone. Every day.

Did our job advert catch your eye, but you don't meet all the requirements? Don't let that put you off, if you meet some of the requirements and have an open, curious mindset, we'd love to hear from you!

Remember TSB is a Disability Confident Leader which means you are entitled to be part of the selection process for a role if you meet the minimum criteria outlined in the job advert.