Customer Support Team Manager

Job Title: Customer Support Team Manager (Bereavements)

Function: Customer Service

Contract:  12 Month Fixed Term
Salary:      Competitive plus generous benefits package
Location:  Birmingham
Closing Date: 26 April 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.    

The Bereavement Team sits within Consumer Support and is currently going through a period of significant transformation. The team supports customers at one of the most challenging times in their lives, managing the full bereavement journey from first notification through to resolution.

Working as part of a wider Consumer Support department, the team delivers both back‑office activity and a dedicated telephone support line, ensuring customers receive clear, compassionate and effective support throughout the process.

How you’ll make a difference

As Bereavement Team Manager, you’ll report into the Consumer Support Operations Manager and lead a team of around 15 colleagues. Alongside day‑to‑day leadership and performance management, you’ll play a key role in driving change and embedding new ways of working as the area continues its transformation.

What you’ll bring:

•    Risk excellent adherence to and experience/knowledge of back office procedures and processes

•    Excellent understanding of key drivers, levers, issues and constraints of a customer service environment, including telephony
•    Deliver key KPI’s and provide excellent coaching and development to the teams.
•    Ability to collaborate, plan, and execute the ask to challenging deadlines.
•    Demonstrable experience of leading and manging teams through people and process changes

What we offer in return

• Hybrid and flexible working arrangements to support a healthy work/life balance
• An attractive reward and myTSB benefits package, giving you more of what matters to you
• A diverse, energising, and collaborative working environment
• A career that’s enriching and full of opportunities

Selection process
There will likely be a 30-minute informal, exploratory chat with the Hiring Manager followed by a structured interview via Teams with the Hiring Manager plus another member of the team. Here are some of the questions you’ll be asked at interview:

• Motivation - What motivates and energises you
• Communications - When have you successfully gained the commitment of different stakeholders who held opposing views to your own
• Capability to Drive better - Give an example of when you have led a change initiative which changed how colleagues approached their work
• Inclusion - Describe how your career/life has been impacted by exposure to diverse people, places or experiences

So, if this sounds right up your street, come join our team, we make things happen!                                                  #Li-GN1