Customer Experience Advisor (Retail Banking)

Location: Newark and Grantham branches, United Kingdom. Onsite work across both twinned locations is required, with travel between branches. The role operates 35 hours per week on a rota from Monday to Saturday, between 8am and 6pm. Applicants must have the right to work in the UK.

Salary: £25,000 starting salary, plus a £500 flexible benefit allowance and eligibility for a discretionary performance-related bonus of 8% of salary.

Company

A global retail and commercial banking organisation undergoing a customer-centric, technology-driven transformation.

What you will do

• Act as the first point of contact for customers in branches and over the phone.
• Process day-to-day transactions, customer queries, and servicing requests.
• Answer customer calls and provide support through the contact centre.
• Build customer relationships, understand needs, and identify suitable solutions.
• Develop knowledge of banking services and products.
• Identify and implement ways to improve the customer experience while helping protect customers from fraud and scams.

Requirements

• Proven ability to deliver outstanding customer service in a face-to-face or telephone-based environment.
• Strong communication skills and the ability to understand customer needs.
• Flexible, adaptable approach to a broad range of branch and contact-centre activities.
• Effective team-working skills and a willingness to respond to changing business priorities.
• Right to work in the UK is required before employment starts.

Culture & Benefits

• 25 days of annual leave plus bank holidays, increasing to 26 days after five years, with the option to purchase up to five additional contractual days.
• Employer pension contributions of 8% of salary, increasing to up to 12.5% when the employee contributes.
• Optional discounted medical, dental, healthcare, life assurance, and critical illness benefits.
• Death-in-service and income protection insurance funded by the employer.
• Wellbeing support covering physical, mental, social, and financial wellbeing, including fitness and mental health resources.
• Enhanced family leave, childcare options, volunteering opportunities, and international career development opportunities.

Hiring process

• Applicants can request accessible application materials or additional assistance during the recruitment process.