Customer Service Consultant | S1 | Mortgage & Savings Servicing | Customer Service Operations | Barnwood, Gloucester | 6 Month FTC

IT STARTS HERE

Santander is evolving from a global, high-impact brand into a technology-driven organisation, and our people are at the heart of this journey. Together, we are driving a customer-centric transformation that values bold thinking, innovation and the courage to challenge what's possible.

This is more than a strategic shift. It's a chance for driven professionals to grow, learn and make a real difference.

Our mission is to contribute to help more people and businesses prosper. We embrace a strong risk culture and all our professionals at all levels are expected to take a proactive and responsible approach toward risk management.

Retail & Commercial Banking is a global business integrating all our retail and commercial banking activities to better serve our customers, improve efficiency and drive value creation.

Supporting TSB's Mortgage & Savings Servicing teams, you'll play an important role in supporting customers throughout their financial journey. Whether helping a customer with their mortgage account or supporting a savings enquiry, you'll help deliver simple, trusted and personalised service that makes a real difference to their experience.

THE DIFFERENCE YOU MAKE

TSB Mortgage & Savings Servicing are looking for a Customer Service Consultant, based at our Barnwood, Gloucester office.

In this role, you'll support customers across both Mortgage and Savings Servicing, developing a broad range of skills while helping customers with their everyday banking needs. You'll play an important role in delivering great customer outcomes by providing accurate, efficient and personalised support across a variety of servicing activities.

We're shaping the way we work through innovation, collaboration and the use of digital tools to make banking simpler for our customers. To succeed in this role, you will be responsible for:

• Supporting customers with mortgage and savings enquiries through a range of servicing channels
• Completing mortgage and savings account administration activities accurately and efficiently
• Updating and maintaining customer and account records with a high level of accuracy and attention to detail
• Processing customer requests, account maintenance activities and account closures in line with established procedures
• Completing interest calculations and adjustments where required to support customer outcomes
• Building strong customer relationships by understanding individual circumstances and identifying the right solutions
• Providing clear, straightforward information that helps customers feel confident and informed
• Collaborating with colleagues across the wider team to deliver a consistent and high-quality customer experience
• Developing your knowledge and capability to support a wide range of mortgage and savings servicing activities
• Identifying opportunities to improve processes and enhance the service we provide to customers

Our shifts are Monday to Friday, 9:00am to 5:00pm. Full-time working hours are 35 hours per week.

WHAT YOU'LL BRING

Our people are our greatest strength. Every individual contributes unique perspectives that make us stronger as a team and as an organisation. We're enabling teams to go beyond by valuing who they are and empowering what they bring.

The following requirements represent the knowledge, skills and abilities essential for success in this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Experience delivering excellent customer service and supporting customers with a range of enquiries and requests
• Strong communication and relationship-building skills, with the ability to understand customer needs and provide clear, practical solutions
• Excellent attention to detail and the ability to process information accurately in a fast-paced environment
• Experience completing administrative or operational tasks while maintaining high levels of accuracy and quality
• A collaborative approach and the ability to work effectively as part of a team
• Confidence learning new processes, systems and products, with a willingness to develop knowledge across multiple servicing activities
• Good problem-solving skills and a focus on achieving positive customer outcomes

WE VALUE YOUR IMPACT

At Santander, your contribution matters. We recognise the difference you make every day, and we make sure you feel valued, supported and rewarded in return.

Here, recognition goes beyond pay. It's about the pride you feel in your work, the impact you have on customers and communities, and the opportunities you have to grow and thrive, personally and professionally.

The starting salary is £25,000 together with a £500 flexible benefit allowance and the opportunity to earn a discretionary performance-related bonus of 8% of salary.

• £500 annual cash allowance to spend on our great range of benefits
• 25 days' holiday plus bank holidays, increasing to 26 days after 5 years' service, with the option to purchase up to 5 additional contractual days per year
• Voluntary healthcare benefits at discounted rates, including medical insurance, dental insurance and health assessments
• We put 8% of salary into your pension, even if you don't contribute yourself. We'll pay in up to 12.5% of salary if you contribute as well, and you can take some of our contribution in cash if you prefer
• Protection for you and your family through company-funded life assurance and income protection insurance, with options to increase cover
• Share in Santander's success through our employee share plans
• Access to staff versions of selected Santander products and a range of colleague discounts
• Competitive rewards that reflect the real impact you make and the value you bring
• Wellbeing support across physical, mental, social and financial wellbeing
• Support for every life stage, including enhanced family leave and tailored wellbeing resources
• Time to give back through volunteering opportunities in the communities we serve
• Global growth opportunities to develop your career and build new skills

Ready to be recognised? It starts with you.

LOCAL COMPLIANCE

At Santander, we're proud to be an inclusive organisation that provides equal opportunities for everyone, regardless of age, gender, disability, civil status, race, religion or sexual orientation.

We're committed to creating a recruitment experience that's accessible, fair and welcoming for all candidates.

We want our people to thrive at work and at home while delivering the best outcomes for our customers and supporting each other to grow.

To make this possible, our roles are site-based with a hybrid working pattern. Colleagues will be expected to attend the office for initial training, followed by a hybrid approach once fully trained.

When applying, please consider the travel distance, time and cost to your chosen office location.

RIGHT TO WORK IN THE UK

• All candidates must have the right to work in the UK to commence employment with Santander.

WHAT TO DO NEXT

If this sounds like a role you are interested in, then please apply.

If there's anything we can do in the recruitment process to help you achieve your best, get in touch. Whether it's a copy of our application form in another format or additional assistance, we're available through email. You can contact us at careers@tsb.co.uk.