Customer Service Consultant - Contact Centre

Customer Service Consultant – Contact Centre

Location: Sunderland & surrounding areas
Contract: Full‑time, 12‑month Fixed Term Contract
Salary: £24,700 + £2,223 cash allowance + excellent benefits
Closing Date: 9 March 2026

At TSB, we’re here to give money confidence to our customers and communities. As a Customer Service Consultant in our telephone‑based team, you’ll be the friendly voice supporting customers when they need us most. If you’re enthusiastic, conscientious and passionate about delivering an excellent customer experience, this is a great opportunity to build your career with a supportive and people‑focused business

• Comprehensive 6‑week induction programme
• Majority remote working once trained
• Supportive leaders and ongoing development
• No scripts, no jargon, no unrealistic targets — just genuine customer conversations

How you’ll make a difference

• Helping customers over the phone with a wide range of banking queries
• Using your listening skills to understand customers’ needs and provide clear, helpful advice
• Building rapport and offering a positive, seamless experience every time
• Gaining confidence with our systems so you can resolve queries efficiently
• Working 35 hours per week between 8am and 8pm, Monday to Sunday
• Shifts follow a rotation: 3 weeks 12pm–8pm, 1 week 8am–4pm
• Non‑working days and full rota confirmed at least 4 weeks in advance
• You'll work in our Sunderland office for the first four months of your employment, with the opportunity to transition to working mostly from home with ongoing monthly office attendance.

What You’ll Bring

• A friendly, confident phone manner and the ability to build great relationships
• Clear communication and active listening skills
• A genuine passion for helping customers
• Willingness to learn, grow and develop new skills
• A positive, adaptable approach in a busy, customer‑focused environment

What we offer in return

We’ll pay you a base salary of £24,700  from day one, and an excellent benefits package which includes:

• Extra 9% of your salary (£2,223) 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%/£1,235 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.

Selection Process

Once you’ve applied, we will screen your CV and if successful, this is followed by a short telephone call with a member of our recruitment team. If after the call, we believe you’re a great fit for the role we will invite you to a face-to-face interview with a colleague from the Customer Contact team in our office. 

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

1 – Motivation – What do you find most draining or tiresome?
2- Competency – ‘Drive Better’ - Tell me about a situation when is was important for you to deliver outstanding results. Why was it important, what did you do, what challenges did you face?
3 - Competency – Communications - If you found yourself in a situation where you were explaining something to another person, but they were struggling to understand when you were saying, how would you respond?
4 – Inclusion – What would you do if you heard a colleague say something inappropriate to another colleague?

So if this sounds up your street, come join our team, we make things happen!

We are TSB.  Life Made More                                                              #Li-GN1