Customer Service Consultant – Voice (12‑month Fixed‑Term)

About the role

Santander is seeking Customer Service Consultants to join its Sunderland Contact Centre for a 12‑month fixed‑term contract. You will support TSB customers as they transition to Santander, delivering a smooth and confident banking experience across phone and video channels.

Key responsibilities

• Assist customers via telephone and video to meet their banking needs.
• Guide customers in using digital banking services, including mobile and online platforms.
• Resolve queries efficiently and provide clear, practical solutions.
• Promote digital self‑service adoption using customer devices and in‑branch technology.
• Collaborate with colleagues to ensure a consistent, high‑quality customer experience.
• Identify opportunities to improve support processes and service delivery.

Required profile

• Strong communication skills and a customer‑focused attitude.
• Ability to work rotating shift patterns (35‑hour week, 8 am‑8 pm, Monday‑Sunday).
• Confidence in guiding customers through digital banking tools.
• Willingness to work on‑site in Sunderland for the duration of the contract.

Required skills

What we offer

• 12‑month fixed‑term contract with a competitive benefits package.
• 35‑hour work week with rotating shifts and four weeks’ notice of the schedule.
• Opportunity to contribute to the TSB‑to‑Santander integration project.
• Professional development within a technology‑driven banking environment.