TSB | Case Handler | Grade C | Customer Service | Barnwood / Birmingham | 12M Secondment
Santander · Birmingham - TSB ·
- Category
- Support
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.
TSB is a key part of the Santander organisation. When customers feel more confident with their money, they can get more out of life. And put simply, that is what it's all about.
THE DIFFERENCE YOU MAKE
TSB Customer Services are looking for a Case Handler based in Birmingham or Barnwood.
Delivering great service to our customers is what we strive for at TSB, but we know that sometimes things don't always go to plan. When that happens, our Customer Relations team plays a vital role in ensuring customer complaints are resolved fairly, efficiently and, wherever possible, right first time.
In this role, you'll make a real difference by helping customers regain confidence and trust when things have gone wrong. Through detailed investigation, sound judgement and a commitment to fair outcomes, you'll support customers at important moments while helping us identify opportunities to improve the services we provide.
We're shaping the way we work through innovation, collaboration and a continued focus on delivering brilliant customer experiences. To succeed in this role, you will be responsible for:
Investigating and resolving allocated customer complaints in a fair, timely and professional manner.
Taking ownership of customer cases from initial review through to final resolution and communication of outcomes.
Liaising with colleagues and business areas across the organisation to gather information and support thorough investigations.
Applying complaint handling principles and regulatory requirements to reach balanced and customer-focused decisions.
Identifying trends and recurring themes within complaints and providing feedback to help drive continuous improvement.
Assessing whether compensation is appropriate and making clear, well-reasoned recommendations and decisions.
Maintaining accurate, comprehensive and consistent records of investigations, findings and decision-making activity.
Supporting positive customer outcomes while maintaining a strong focus on governance, risk management and regulatory compliance.
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.
Complaint handling experience ideally gained within Financial Services, Banking or Insurance.
Knowledge of FCA regulations and Financial Ombudsman Service (FOS) complaint handling principles.
Exceptional attention to detail and a commitment to maintaining high-quality and accurate records.
Strong analytical, evaluative and problem-solving skills with the ability to make balanced decisions.
Excellent written and verbal communication skills with the confidence to explain complex information clearly.
Outstanding interpersonal skills and the ability to build effective working relationships with a wide range of stakeholders.
The drive and initiative to develop and maintain knowledge of regulatory guidance, industry developments and complaint handling best practice.
WE VALUE YOUR IMPACT
Ready to be recognised? It starts with you.
LOCAL COMPLIANCE
Inclusion matters at TSB. We want everyone to feel at home, whatever their background. Diverse teams help us deliver Money Confidence, for everyone, every day.
We're committed to creating a recruitment experience that's accessible, fair and welcoming for all candidates.
When applying, please consider the travel distance, time and cost to your chosen office location.
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 [email protected].