TSB | Customer Service Consultant | Grade B | Fraud Operations FTC

Santander is evolving from a global high‑impact brand into a technology‑driven organization. We place people at the heart of this journey, driving a customer‑centric transformation that values bold thinking, innovation and the courage to challenge what’s possible.

Country:
United Kingdom

TSB Fraud Operations is looking for a Customer Service Consultant based in our Sunderland office for telephone‑based roles. In this role you’ll help people when they call the bank with a concern or when we call them about an identified fraud issue. You’ll identify what our customers need, build relationships, and gather a detailed picture of each situation. You will protect customers and the business from financial loss and ensure the appropriate action is taken.

You will live near our Fraud hub, be able to travel for induction training, and work on site 100 % of the time for the first 8 weeks. After reaching competency, you will work onsite 2–3 times a week. Remote work is supported with company equipment, provided you have a suitable environment to focus on customers.

You’ll work 35 hours per week between 8 am and 9 pm, Monday to Sunday. Your shifts may vary week to week, but you will be notified at least 4 weeks in advance.

You’ll listen to customers, build relationships, identify needs, protect customers from fraud, and ensure the right action is taken. You’ll also handle calls as required and support the fraud team throughout the process.

• A friendly and confident telephone manner with the ability to build strong customer relationships
• Strong communication and active listening skills
• A genuine passion for helping customers and delivering excellent service
• A willingness to learn, develop and build new skills
• A positive and adaptable approach within a fast‑paced team environment

• Base salary of £24,700 from day one
• Extra 9 % of salary (£2,223) to take as cash or spend on flexible benefits such as a dental plan, cycle2work, extra holidays, etc.
• Variable Pay Award (5 %/£1,235 on target) based on company performance
• Company pension – TSB contributing up to 13 %
• 25 days holidays (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 everyone, every day. TSB is a Disability Confident Leader and encourages applicants who tick some but not all boxes to apply. We are committed to creating a fair, accessible recruitment experience for all candidates.