TSB | Customer Service Consultants | Grade B | Sunderland | 12 Month FTC

Location: Sunderland, United Kingdom. Full-time onsite work is required during initial training; after training, the role follows a hybrid pattern with attendance at the office at least 12 days per month.

Salary: £24,700 base salary, plus a 9% flexible benefits allowance and a variable pay award of 5% on target.

Company

hirify.global is a global banking organisation integrating retail and commercial banking activities while supporting the TSB-to-hirify.global customer transition.

What you will do

• Support customers through telephone and video channels with their banking needs.
• Help customers use mobile and online banking services confidently.
• Resolve customer queries efficiently and provide clear, practical solutions.
• Encourage digital self-service using customer devices and in-branch technology.
• Collaborate with colleagues to deliver a consistent, high-quality customer experience.
• Identify opportunities to improve customer support and service delivery.

Requirements

• Experience delivering strong customer service in a face-to-face or telephony environment.
• Effective listening and communication skills to understand customer needs.
• Willingness to learn, develop, and build new skills; financial services experience is not essential because training is provided.
• Positive and adaptable approach in a fast-paced team environment.
• Right to work in the United Kingdom is required before starting employment.
• Ability to work 35 hours per week, five days between Monday and Sunday, from 8am to 8pm on a rotating shift pattern.

Nice to have

• Desire to exceed customer expectations.
• Flexible, collaborative, and proactive approach to work.
• Ability to follow established processes while applying sound judgement and initiative.
• Openness to supporting responsibilities beyond day-to-day duties.

Culture & Benefits

• 12-month fixed-term contract supporting the TSB-to-hirify.global integration.
• Up to 13% employer pension contribution.
• 25 days of holiday plus bank holidays.
• Private healthcare and flexible benefits including dental care, cycle-to-work, and the option to buy additional holidays.
• Wellbeing support covering physical, mental, social, and financial health, including fitness access and healthcare support.
• Career development opportunities within an international banking organisation, plus enhanced family leave and volunteering opportunities.

Hiring process

• Apply for the role and request accessibility support during recruitment if needed.
• Successful candidates start from 21 September 2026 and no later than 5 October 2026.