About Company
TSB Bank is a leading UK retail bank dedicated to helping customers, businesses, and communities thrive. With a rich heritage and a focus on local banking, we pride ourselves on building lasting relationships through trust, transparency, and outstanding service. We believe in the power of people helping people, and our West End, Glasgow branch embodies this ethos, serving as a vital hub for our local community. Joining TSB means becoming part of a team that values your contribution, supports your development, and celebrates success. We’re committed to creating an inclusive environment where everyone feels valued and has the opportunity to make a real difference. We champion diversity and strive to create a workplace where every colleague feels respected, supported, and able to be themselves.
Job Description
Are you a natural communicator with a passion for helping people? Do you thrive in a dynamic environment where no two days are the same? TSB Bank is looking for a dedicated and empathetic Customer Service Advisor to join our vibrant team in West End, Glasgow. In this pivotal role, you will be the friendly and knowledgeable first point of contact for our valued customers, both over the phone, via email, and in person at our branch.
You will play a crucial part in delivering exceptional service, addressing a wide range of inquiries from account management and transaction queries to assisting with digital banking and explaining our various products and services. Your ability to listen attentively, understand customer needs, and provide clear, accurate, and helpful solutions will be key to your success. We’re not just looking for someone to follow a script; we need proactive individuals who can take ownership of customer issues, resolve them efficiently, and build rapport. This role offers an excellent opportunity to grow your career within the financial services sector, supported by comprehensive training and a team committed to your development. You’ll gain invaluable experience in banking operations, customer relationship management, and problem-solving, all while contributing to the financial wellbeing of our community. If you’re looking for a role where you can make a tangible impact on customers’ lives every day, in a supportive and collaborative environment, we encourage you to apply. Join TSB and help us make banking better for everyone.
Key Responsibilities
- Respond to customer inquiries via phone, email, and in-person at the branch, providing accurate and helpful information.
- Assist customers with a broad range of banking transactions, account management, and service requests.
- Identify customer needs and offer appropriate TSB products and services, ensuring suitability and transparency.
- Resolve customer complaints and issues effectively and professionally, escalating complex cases when necessary.
- Educate customers on how to use TSB's digital banking platforms and self-service options.
- Maintain accurate customer records and adhere to all internal policies, procedures, and regulatory guidelines.
- Collaborate with team members to ensure a seamless and positive customer experience.
- Stay informed about TSB's products, services, and industry best practices.
- Handle sensitive customer information with the utmost confidentiality and integrity.
- Contribute to a positive team environment, sharing knowledge and best practices.
Required Skills
- Proven experience (1+ year) in a customer service role, preferably in a fast-paced environment.
- Exceptional verbal and written communication skills, with the ability to convey complex information clearly.
- Strong active listening and problem-solving abilities.
- A genuine passion for helping people and delivering outstanding customer experiences.
- Proficiency in using computer systems and standard office software.
- High level of empathy, patience, and resilience.
- Ability to work effectively both independently and as part of a team.
- Excellent organisational skills and attention to detail.
Preferred Qualifications
- Experience within the banking or financial services industry.
- Familiarity with banking regulations and compliance.
- Experience with CRM software or banking platforms.
- A qualification in a business, finance, or customer service related field.
Perks & Benefits
- Competitive annual salary and performance-related bonus scheme.
- Generous pension scheme with employer contributions.
- 25 days annual leave, plus bank holidays, with the option to buy or sell additional days.
- Comprehensive private medical insurance.
- Life assurance and income protection.
- Employee discount scheme on a range of products and services.
- Extensive learning and development opportunities to support your career growth.
- Access to our wellbeing support programmes.
- Employee assistance program offering confidential advice and support.
- Opportunity to make a tangible impact within a community-focused bank.
How to Apply
If you are enthusiastic about delivering exceptional customer service and wish to build a rewarding career with a bank that values its people, we encourage you to apply. Please click on the application link below to submit your CV and cover letter, detailing your relevant experience and why you are the ideal candidate for this role. We look forward to receiving your application!