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 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.