TSB | Customer Service Consultant | Grade B | Branch Banking FTC

TSB Customer Service Consultant – Branch Banking

Grade B, 12‑month fixed‑term contract (Full Time) –

Location:

Cumbernauld, Scotland, United Kingdom.

This role is part of TSB’s Branch Banking team. As a Money Confidence Expert (Digital), you will help personal banking customers use digital banking tools and ensure a highly personal, human experience that builds long‑term trust and loyalty. You’ll work across face‑to‑face, telephone, and video channels to support customers in all aspects of their banking needs.

• Support customers across face‑to‑face, telephone and video channels to meet their banking needs.
• Help customers build confidence in using digital banking services, including mobile and online platforms.
• Understand customer needs and proactively identify the most suitable products and services.
• Resolve customer queries efficiently and provide clear, practical solutions.
• Build strong, lasting relationships through personalised service and regular engagement.
• Encourage digital self‑service adoption using customer devices and in‑branch technology.
• Collaborate with colleagues to deliver a consistent and high‑quality customer experience.
• Identify opportunities to improve how we support customers and enhance service delivery.

• Experience delivering excellent customer service across multiple channels.
• Experience supporting customers with financial products or services.
• Experience working in a collaborative team environment.

• Base salary of £24,700 from day one.
• Extra 9% of salary (£2,223) – cash or flexible benefits.
• Variable pay award (5%/£1,235 on target) based on company performance.
• Company pension – TSB contributing up to 13%.
• 25 days holiday (plus bank holidays).
• Private healthcare.

TSB is a Disability Confident Leader. We value diverse teams and encourage people from all backgrounds to apply. Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions of this role.

We are committed to creating an accessible, fair and welcoming recruitment experience for all candidates. We recognise the difference you make every day and support you in your career growth within a global organisation.