TSB | Specialist Customer Service Assistant Manager | Grade D | Customer Support | Flexible Location | 12M Secondment
IT STARTS HERE
Santander (www.santander.com) 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. At TSB, we exist to help our customers make the most of their money, so that they can feel money confident every day.
When they 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
As a Specialist Customer Service Assistant Manager, you will provide technical risk, control and compliance support within the Customer Service function, working closely with customer‑facing teams and supporting the wider Control and Capability agenda.
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:
- Support the delivery and embedding of risk, control and compliance activity by helping to strengthen risk mitigation, maintain effective controls, and ensure alignment to the Risk Management Framework (RMF).
- Contributing insight, data and practical support to agreed initiatives, helping leadership teams understand risks, controls and downstream impacts.
- Proactively supporting risk assessments, event management and control activity, and by using data and insight to identify friction points affecting customer and colleague experience, your work will directly support improvements in Customer Experience, Good Outcomes, Commerciality and Risk.
- Playing a key role in fostering a culture of risk awareness, continuous improvement and regulatory compliance across Customer Service.
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 providing risk and control support within a customer service or operational environment, aligned to risk and compliance frameworks.
- Ability to identify, assess and mitigate risks, supporting effective control design, event management and accurate risk profiling.
- Strong analytical skills, using data and insight to identify risks, improve controls and enhance customer and colleague experience.
- Understanding of relevant regulatory requirements and the ability to support compliance with applicable laws, regulations and standards.
- Strong organisational, stakeholder management and collaboration skills, with the ability to support change initiatives and deliver risk, control and compliance outcomes.
WE VALUE YOUR IMPACT
At TSB, your contribution matters. We recognise the difference you make every day, and we make sure you feel valued, supported and rewarded in return
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. Not sure you meet every requirement? If you tick some boxes and bring curiosity and openness, we’d love to hear from you. TSB is a Disability Confident Leader, if you meet the minimum criteria, we’ll ensure you’re considered.
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 careers@tsb.co.uk