TSB | Specialist Customer Service Manager | Grade E | 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
We're looking for a motivated and enthusiastic Specialist Customer Service Manager to join our team Control and Capability team supporting risk, control and compliance activity across Customer Service. The Customer Service Control and Capability team has colleagues based across Bristol, Edinburgh, Birmingham and Barnwood. As an integral part of the team, you’ll forge excellent relationships with senior stakeholders and provide them with valuable support and guidance on their governance, risk management and control environment.
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:
Leading the delivery and embedding of new risk initiatives and framework changes.
Forming and supporting the delivery of risk mitigation.
Driving proactive risk management and continuous improvement, turning feedback into actionable changes that enhance service delivery across the customer services area.
Directly support our commitment to delivering exceptional service and maintaining regulatory standards through your work.
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.
Demonstrable focus on internal controls and problem-solving abilities.
Existing knowledge, or a willingness to learn about key regulatory requirements for Customer Service.
A critical thinker who can positively influence others to think differently.
Strong planning and organisational skills, proven ability to deliver to timelines, experience with managing, prioritising, and delivering multiple tasks.
Excellent verbal and written communication skills and experience of delivering potentially challenging messages to Senior Management.
Strong internal and external stakeholder management and influencing skills.
Attention to detail is a key skill required to be successful in this role.
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