Customer Operations

Our Customer Operations teams are at the heart of our business. Made up of curious, fun, and helpful individuals, together they own the customer experience by keeping everything running smoothly behind the scenes.

Job roles


Money makes the world go around and our Payments team make sure when a customer wants to pay a bill through a direct debit or send some money to a friend through a Faster Payment, they can trust it'll get there.

Customer Relations

When a customer has an issue, for whatever reason, we’re there for them. Our Customer Relations Support team makes sure we listen to and resolve as many customer complaints right first time.

Based in Birmingham and Gloucester, the team is a mix of Phone a Friend Advisors and Complaint Handlers who support each other in handling complaints - offering advice and guidance and completing any investigatory work

Customer Service Operations

Our Customer Service Operations colleagues  across Gloucester, Edinburgh, Sheldon, Sunderland, Swansea and Bristol provide day-to-day support for all our customers through a broad range of services and back office support.

Join this team and you'll enjoy a role bursting with variety.  This team is the home of our Fraud Operations, keeping our customers safe from scams and supporting them where fraud has happened.  Our Mortgage and Finanical Support Services team work with brokers and direct customers answering queries and supporting sales as well as ensuring our most vulnerable and financially challenged customers are supported.  We have a large and varied team in Customer Banking Operations who manage a host of customer issues from supporting payments to managing customer complaints and ensuring we are able to respond and manage financial crime.

When our customers need help through times of financial difficulty, our Collections and Recoveries team are there to support them too.

Customer Facing Teams

There are several thousand friendly faces up and down the country delighting our customers with fantastic customer service. Each team has a different role to play in creating a brilliant banking experience for everyone, every day.

Find out more

Central Functions

Our central teams of specialists are key to our operations - making sure we’ve always got the right products, people and systems doing the right things for our customers and colleagues at the right times.

Find out more