Customer Experience Advisor | S1 | Retail Banking | Lewisham

Position

Customer Experience Advisor

Location

Lewisham Branch, United Kingdom

Hours

35 hours per week on a rota basis, Monday to Saturday, between 8:00 and 18:00.

About Santander

Santander 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. It’s 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 expect proactive and responsible risk management from professionals at all levels. Retail & Commercial Banking is a global business integrating all retail and commercial banking activities to better serve customers, improve efficiency and drive value creation.

The Difference You Make

Santander is looking for a Customer Experience Advisor based out of Lewisham Branch, working 35 hours per week, on a rota’d basis Monday to Saturday, between 8am and 6pm.

Role Overview

For our customers, you’ll be more than just the friendly face and voice of Santander. You’ll be a listener and problem solver. Whether helping with a simple cash transaction, assisting with technology in the banking hall, transacting over the phone, or protecting customers against fraud and scams, you’ll never know what the next challenge will be. You’ll have plenty of support in a busy, varied, and challenging branch environment. You’ll be flexible and comfortable in undertaking a broad range of activities, thriving in a multi-skilled environment. You’re the eyes and ears of our 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 our 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 empowering people to contribute their best. The following knowledge, skills, and abilities are essential for success; reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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 team working skills with a flexible, can-do approach (Preferred)
• Openness to a broad range of activities beyond standard expectations (Preferred)
• Ability to grow, adapt and change to accommodate business needs (Preferred)

Compensation & Benefits

Salary Range: £28,800.00 – £36,379.00 GBP per annum (depending on experience).

• Salary based on a 35-hour week; actual salary may reflect skills, experience, qualifications, and location
• £500 annual cash allowance to spend on Santander benefits
• 25 days’ holiday plus bank holidays, increasing to 26 days after 5 years’ service, with option to purchase up to 5 additional days
• Voluntary healthcare benefits at discounted rates (medical, dental, health assessments)
• 8% pension contribution from employer; up to 12.5% if you contribute; cash alternatives available
• Death-in-service and income protection insurance; discounted life assurance and critical illness cover options
• Share plans including Santander’s employee share schemes
• Access to staff versions of products with no fees and additional discounts
• Competitive rewards reflecting impact and value
• Wellbeing programs across physical, mental, social, and financial health
• Support for different life stages with enhanced family leave and tailored wellbeing support
• Volunteer opportunities to give back to communities
• Global growth opportunities across Santander’s international network

Local Compliance

Santander is an inclusive organisation offering equal opportunities. We are committed to a recruitment experience that is accessible, fair, and welcoming for all candidates. When applying, consider travel distance, time, and cost to your chosen branch location. Right to work in the UK is required.

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 any assistance during the recruitment process (e.g., an application form in another format or additional support), contact us at resourcing@santander.co.uk.

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