TSB | Specialist Customer Service Manager | Grade E | Customer Support | Flexible Location | 12M Secondment

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 whats possible.

This is more than a strategic shift. Its 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 its all about.

THE DIFFERENCE YOU MAKE

Were 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 youll forge excellent relationships with senior stakeholders and provide them with valuable support and guidance on their governance risk management and control environment.

Were 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 YOULL BRING

Our people are our greatest strength. Every individual contributes unique perspectives that make us stronger as a team and as an organisation. Were 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 homewhatever their background. Diverse teams help us deliver Money Confidence for everyone every day. Not sure you meet every requirementIf you tick some boxes and bring curiosity and openness wed love to hear from you. TSB is aDisability Confident Leaderif you meet the minimum criteria well ensure youre considered.

Were committed to creating a recruitment experience thats 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 theres anything we can do in the recruitment process to help you achieve your best get in touch. Whether its a copy of our application form in another format or additional assistance were available through email. You can contact us at