Customer Experience Advisor | S1 | Retail Banking | Clapham Junction

Customer Experience Advisor

Location: Clapham Junction, United Kingdom

Contract: 12-month fixed term

Hours: 17.5 hours per week, on a rota basis Monday to Saturday, between 8:00am and 6:00pm

About Santander

Santander (www.santander.com) is evolving from a global, high-impact brand into a technology-driven organisation, with our people at the heart of this journey. We are driving a customer-centric transformation that values bold thinking, innovation, and the courage to challenge what’s possible. This is a chance for driven professionals to grow, learn, and make a real difference. Our mission is to help more people and businesses prosper. We embrace a strong risk culture, and all professionals are expected to take a proactive and responsible approach toward risk management. Retail & Commercial Banking brings together our retail and commercial banking activities to better serve customers, improve efficiency, and drive value creation.

Role and Responsibilities

As a Customer Experience Advisor, you’ll be more than the friendly face and voice of Santander. You’ll be a listener and problem solver, helping customers with transactions, technology in the banking hall, phone servicing, and protection against fraud and scams. You’ll work in a busy, varied branch environment and be part of a close-knit team. You will be totally flexible and capable of undertaking a broad range of activities, thriving in a multi-skilled environment where you are the eyes and ears of the business.

Key responsibilities:

• Act as the first point of contact for customers in-branch or over the phone
• Assist with day-to-day transactions, queries, and servicing
• Answer customer calls into the contact centre
• Build relationships and find solutions
• Develop knowledge of services and products to help customers
• Identify new ways to improve the customer experience

What You’ll Bring

We value diverse perspectives and empower our people to go beyond. The following requirements are essential for success in this role.

Professional Experience

• Proven ability to deliver outstanding customer service from face-to-face or telephony backgrounds (Required)
• Ability to communicate effectively with customers to understand their needs (Required)
• Desire to go above and beyond for customers (Preferred)
• Effective teamwork with a flexible, can-do approach (Preferred)
• Openness to a broad range of activities beyond standard expectations (Preferred)
• Ability to grow, adapt, and change with business needs and priorities (Preferred)

Salary & Benefits

• £28,800.00 – £36,379.00 GBP per annum (depending on experience)
• Annual salary based on a standard 35-hour week; actual salary offered depends on skills and location
• £500 annual cash allowance to spend on benefits
• 25 days’ holiday plus bank holidays (26 days after 5 years’ service; option to purchase up to 5 additional days per year)
• Voluntary healthcare benefits at discounted rates (medical, dental, health assessments)
• Employer pension contribution (8% of salary, with potential to contribute up to 12.5% if you contribute)
• Life cover, income protection, and discounted life assurance options
• Share plans and access to staff versions of Santander products
• Competitive rewards aligned with impact
• Wellbeing support across physical, mental, social, and financial aspects
• Family and life-stage support, including enhanced leave and childcare options
• Volunteering opportunities to give back to communities
• Global growth opportunities within Santander’s international network

Ready to be recognised? It starts with you.

Local Compliance

Santander is an inclusive organisation offering equal opportunities for everyone, regardless of age, gender, disability, civil status, race, religion, or sexual orientation. We are committed to accessible, fair, and welcoming recruitment for all candidates. Consider travel distance, time, and cost to your chosen office location when applying.

Right to work in the UK:

• All candidates must have the right to work in the UK to commence employment with Santander.

What to Do Next

If this role interests you, please apply. If you need support during the recruitment process (e.g., an application form in another format or additional assistance), contact us at resourcing@santander.co.uk.

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