Industrial Placement - Customer Service Operations

08 Feb 2017
08 Mar 2017
Contract Type
Full Time

Hello - we’re TSB. And we’re here to offer something different. We’re the bank that purely serves local customers and local businesses in order to fuel the local economies, and so help create thriving local communities all across Britain and nowhere else. Why do we do that?

Because local communities thriving all across Britain is a good thing for all of us. If you’re ready to join thousands of decent, responsible people working with millions of local people helping them and their local economy to thrive - join us for an exciting and developmental12-month industrial placement opportunity in 2017.

We’re delighted to offer a unique placement opportunity working with our Customer Service Operations leadership team in our office, either in Bristol or Barnwood (Gloucester). We’re after motivated and talented individuals who are driven to deliver, are eager to develop and gain invaluable specialist knowledge - could you help shape the future of Customer Services Operations within Banking?

It’s a rare opportunity to be part of a team whose primary objective is to serve our customers brilliantly day in, day out. We’re based across a number of locations including Barnwood, Edinburgh, London, Sheldon, Sunderland, Swansea and Bristol - so you can expect to do some travel during your time with us.

The teams in Customer Service Operations are stated below and highlighted are the types of activities they are involved with:

- Banking Services - support customers move their bank account to TSB
- Mortgage Services - support customer with their mortgage applications
- Telephone Banking - ensures customers get the information they need at the time they need it
- Transactional Fraud Operations (TFO) - provide specialist fraud support to customers

These teams are made up of 1,100 number of partners, who we rely upon to help deliver outstanding service. We’re really proud of the culture we’ve built in Customer Service Operations and we want to keep working to make TSB a great place to work. To help us do this, we ask our partners to complete a partner experience survey every year. Hearing from our partners means we can learn about the things we’re doing well, that we should keep doing and the things we could do differently to make TSB a great place for all of us.

One of the main focus areas in Customer Service Operations is around Communication. This is where you come in - the role of the Industrial Placement is to focus entirely on this area; from drilling down to the detail of the feedback our partners have given us to helping implement brilliant solutions, to supporting the Customer Service Operations Director plan and write partner comms.

There’s a lot of unique and exciting things going on within TSB during your placement year too, The Bank is undergoing significant change and its critically important that all our Partners are fully engaged, motivated for success and kept informed throughout our change programme. You’ll definitely hear more about this as you join us, getting involved in ensuring Partners across Customer Service Operations have the information they need to know to continue to deliver the great service we are proud of.

In addition to hands on experience, the programme includes a fully-supported training and development plan including dedicated time with an occupational psychologist and one-to-one mentoring with our experienced analysts, as well as a competitive salary and benefits.

Our programme runs from July 2017 to July 2018, and is open to students currently in their 2nd year of an undergraduate degree, but looking to spend their 3rd year in industry.

Your role:

You will be expected to play a key part in the contribution of the team through your naturally curious mind, your inter-personal skills and your collaboration and innovation. This would be an ideal placement if you are studying Communication and Media Studies, Business Management & Communications or a similar subject.

Typical activities that you could expect to get involved with on a daily basis include:

  • Develop a 12 month communication plan for the CSO Director and leadership team
  • Communication plan to include regular written updates, scheduled telecons, conferences, site visits etc with the objective of building partner engagement
  • Ensure most appropriate medium channels are used to communicate with partners
  • Develop mechanism to measure effectiveness of communication plan
    Take accountability for the delivery of the communication plan

And who knows - you may be able to come back to us after Graduation and fill one of our permanent roles in the Operations function?