About Company
TSB Bank is a major UK retail bank with a strong focus on community and local banking. Our mission is to help our customers manage their money better and achieve their financial goals, whether it’s buying a home, saving for the future, or navigating everyday expenses. We believe in providing transparent, fair, and accessible banking services. With a rich heritage and a forward-looking approach, TSB is committed to fostering a supportive and inclusive environment where colleagues can thrive and make a real difference to the lives of our customers. We are continually investing in our digital capabilities to provide seamless and efficient service, ensuring we meet our customers wherever they choose to interact with us. Joining TSB means becoming part of a team dedicated to putting customers first, supporting local economies, and building a better financial future for everyone.
Job Description
Are you a natural communicator with a passion for helping people? Do you thrive in a fast-paced digital environment, where every interaction is an opportunity to make a positive impact? TSB Bank is looking for an enthusiastic and empathetic Online Customer Advisor to join our dynamic Chat Shift team in Partick, Glasgow.
In this pivotal role, you will be the friendly and knowledgeable voice of TSB for customers reaching out through our online chat channels. You’ll be at the forefront of our digital customer experience, providing immediate, accurate, and personalised support on a wide range of banking enquiries. From assisting with account queries and explaining products, to troubleshooting online banking issues and guiding customers through digital processes, your expertise will be crucial in ensuring a seamless and satisfactory customer journey. This isn’t just about answering questions; it’s about active listening, understanding underlying needs, and proactively offering solutions that genuinely benefit our customers.
You’ll be expected to manage multiple chat conversations simultaneously, requiring excellent multitasking abilities, sharp attention to detail, and a commitment to maintaining high standards of quality and compliance. You’ll become proficient in our internal systems and policies, leveraging your knowledge to resolve issues efficiently and effectively. We value initiative, problem-solving skills, and a genuine desire to go the extra mile for our customers.
As an Online Customer Advisor on our Chat Shift, you’ll play a vital role in upholding TSB’s reputation for outstanding customer service in the digital realm. You’ll contribute to a supportive team environment, where continuous learning and professional development are encouraged. If you’re looking for a role where you can combine your communication prowess with a passion for digital service and banking, and make a tangible difference in people’s lives, then we encourage you to apply.
Key Responsibilities
- Engage with customers via live chat to provide information, resolve issues, and guide them through online banking processes.
- Handle a high volume of concurrent chat interactions while maintaining excellent service quality and efficiency.
- Identify customer needs accurately and offer appropriate banking solutions or direct them to relevant resources.
- Maintain up-to-date knowledge of TSB products, services, policies, and digital tools.
- Accurately document all customer interactions and resolutions in our CRM system.
- Adhere strictly to all banking regulations, data protection policies, and company procedures.
- Collaborate with team members and other departments to escalate complex issues and ensure timely resolution.
- Contribute to team targets for customer satisfaction, resolution rates, and efficiency.
- Provide constructive feedback for continuous improvement of chat processes and customer experience.
- De-escalate challenging customer situations with professionalism and empathy.
Required Skills
- Excellent written communication skills with strong grammar and spelling.
- Proven ability to multitask and manage time effectively in a fast-paced environment.
- Strong problem-solving and analytical skills.
- Proficiency in using CRM software and navigating multiple computer systems simultaneously.
- A genuine passion for customer service and helping others.
- High level of empathy and emotional intelligence.
- Ability to work independently and as part of a collaborative team.
- Strong attention to detail and accuracy.
Preferred Qualifications
- Minimum 1 year of experience in a customer service role, preferably in a digital or chat-based environment.
- Experience within the banking or financial services industry.
- Familiarity with online banking platforms and digital customer service tools.
- Relevant certifications in customer service or digital communication.
- Proficiency in a second language (desirable, but not essential).
Perks & Benefits
- Competitive annual salary and performance-related bonus scheme.
- Generous holiday allowance, increasing with service.
- Defined contribution pension scheme with employer contributions.
- Private Medical Insurance options.
- Life Assurance and Income Protection.
- Exclusive TSB colleague discounts on a range of products and services.
- Opportunities for continuous professional development and career progression.
- Access to a comprehensive well-being programme and employee assistance.
- A supportive and inclusive work environment with employee networks.
How to Apply
To apply for this exciting opportunity, please click on the application link below. Ensure your CV is up-to-date and highlights your experience in customer service and digital communication. We look forward to receiving your application!