Customer Experience Advisor | S1 | Retail Banking | Lewisham

Customer Experience Advisor (S1) — Retail Banking

Location: Lewisham Branch, United Kingdom
Working pattern: 35 hours per week, rota’d basis Monday to Saturday, between 8am and 6pm

About Santander

Santander is evolving from a global, high-impact brand into a technology-driven organisation, with people at the heart of this journey. Together, we are driving a customer-centric transformation that values bold thinking, innovation, and the courage to challenge what’s possible.

This role is an opportunity 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 to risk management.

Retail & Commercial Banking integrates all retail and commercial banking activities to better serve customers, improve efficiency, and drive value creation.

The Difference You Make

For our customers, you’ll be more than a friendly face and voice—you’ll listen, solve problems, and support customers across branch and phone interactions. Whether you’re helping with cash transactions, 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 strong support from a close-knit team in a busy, varied, and challenging branch environment. You’ll be flexible and comfortable undertaking a broad range of activities, thriving in a multi-skilled environment as the eyes and ears of the business.

To succeed, you will be responsible for:

• Acting as the first point of contact for customers in branch or over the phone
• Assisting with day-to-day transactions, queries, and servicing
• Answering customer calls into our contact centre
• Building relationships and finding solutions
• Developing knowledge of services and products to help customers
• Identifying new ways to improve the customer experience

What You’ll Bring

The following requirements represent the knowledge, skills, and abilities essential for success in this role. 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 a face-to-face or telephony background (Required)
• Ability to communicate effectively with customers to truly understand their needs (Required)
• A real desire to go above-and-beyond for customers (Preferred)
• Effective team-working skills with a flexible, can-do approach to work (Preferred)
• Openness to a broad range of activities, even if outside of standard expectations (Preferred)
• Ability to grow, adapt, and change in line with business needs and priorities (Preferred)

We Value Your Impact

At Santander, your contribution matters. We recognise the difference you make every day and ensure you feel valued, supported, and rewarded.

• Starting salary of £28,800.00, together with a £500 flexible benefit allowance, and the opportunity to earn a discretionary performance-related bonus of 8% of salary
• 25 days’ holiday plus bank holidays (increases to 26 days after 5 years’ service), with the option to purchase up to 5 contractual days per year
• Voluntary healthcare benefits at discounted rates, including medical insurance, dental insurance, and health assessments
• Pension contributions: 8% of salary paid in even if you don’t contribute yourself; we’ll pay up to 12.5% of salary if you contribute as well, with the option to take some of our contribution in cash
• Protection for you and your family, including company-funded death-in-service benefit and income protection insurance, plus discounted rates for additional life assurance and critical illness cover
• Opportunity to share in Santander’s success through saving or investing in share plans
• Employee access to staff versions of products such as Edge Current Accounts and Credit Cards with no fees, plus access to many other deals and discounts in Santander products and services
• Competitive rewards that reflect the real impact you make and the value you bring
• Wellbeing that goes beyond work, including support across physical, mental, social, and financial wellbeing (apps, discounted gym and fitness access, weekly online classes, flexible healthcare, and mental health support)
• Support for every life stage, including enhanced family leave, childcare options, and tailored wellbeing support
• Time to give back through volunteering opportunities in the communities we serve
• Global growth opportunities to shape your career, learn new skills, and explore opportunities across Santander’s international network

Local Compliance

Santander is an inclusive organisation that provides equal opportunities for everyone, regardless of age, gender, disability, civil status, race, religion, or sexual orientation. We are committed to creating a recruitment experience that is accessible, fair, and welcoming for all candidates.

Please consider the travel distance, time, and cost to your chosen Branch location. All candidates must have the right to work in the UK to commence employment with Santander.

What to Do Next

If this sounds like a role you are interested in, please apply. If you need any support during the recruitment process, you can contact resourcing@santander.co.uk.