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

Money Confidence Expert (Digital) – Cumbernauld, United Kingdom

TSB Branch Banking is looking for a Money Confidence Expert to support personal banking customers across face‑to‑face, telephone and video channels. You will help customers feel confident, capable and in control of their finances by providing a personalised, human experience that drives digital adoption and builds long‑term trust.

• 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) either as cash in pay or for flexible benefits (dental plan, cycle‑to‑work, holiday purchase, etc.).
• 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.
• Opportunities to grow your career within a global organisation.

We want everyone to feel at home—whatever their background. Diverse teams help us deliver Money Confidence for all customers daily. 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 will ensure you’re considered.

If this role interests you, please apply. If you need assistance in the recruitment process, contact us at . We are committed to a recruitment experience that is accessible, fair and welcoming for all candidates.