Customer Experience Advisor (Retail Banking)

Location: Bedford Branch, United Kingdom; on-site customer-facing role. Work 31.5 hours per week on a rota from Monday to Saturday, between 8am and 6pm. All candidates must have the right to work in the UK.

Salary: £25,000 per year, plus a £500 flexible benefit allowance and the opportunity to earn a discretionary performance-related bonus of 8% of salary.

Company

Santander is a global banking organisation focused on customer-centric transformation, retail and commercial banking, innovation, and responsible risk management.

What you will do

• Act as the first point of contact for customers in the branch and over the phone.
• Assist with daily transactions, customer queries, and banking services.
• Answer customer calls into the contact centre.
• Build customer relationships, understand needs, and find suitable solutions.
• Develop knowledge of banking products and services.
• Identify ways to improve the customer experience and protect customers from fraud and scams.

Requirements

• Proven customer service experience in a face-to-face or telephone environment.
• Strong ability to communicate effectively and understand customer needs.
• Flexible, adaptable, and comfortable working across a broad range of activities.
• Effective teamwork skills and a proactive, can-do approach.
• Right to work in the UK is required before starting employment.
• Ability to work from the Bedford Branch on a rota basis is required.

Nice to have

• A strong desire to exceed customer expectations.
• Openness to activities outside standard expectations.
• Ability to adapt to changing business needs and priorities.

Culture & Benefits

• 12-month fixed-term contract with a supportive, close-knit branch environment.
• 25 days of holiday plus bank holidays, increasing to 26 days after five years, with the option to purchase up to five additional contractual days.
• Employer pension contribution of 8% of salary, increasing up to 12.5% when the employee contributes.
• Healthcare, dental, wellbeing, income protection, death-in-service, and family support benefits.
• Access to staff banking products, share plans, volunteering opportunities, and international career development.