Customer Experience Advisor | S1 | Retail Banking | Ealing

Customer Experience Advisor (S1) — Retail Banking

Location: Ealing Branch, United Kingdom
Hours: 35 hours per week (rota’d basis, Monday to Saturday between 8:00am and 6:00pm)

About Santander

Santander is evolving from a global, high-impact brand into a technology-driven organisation, and our people are at the heart of this journey. Together, we drive 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, with a strong risk culture where all professionals are expected to take a proactive and responsible approach toward risk management.

Retail & Commercial Banking integrates our 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 the Ealing Branch. You’ll be more than a friendly face and voice—you’ll listen, solve problems, and support customers across a range of interactions, including simple cash transactions, technology in the banking hall, telephone support, and protecting customers against fraud and scams.

You’ll have plenty of support in a close-knit team. The role is varied and busy, requiring flexibility and comfort with a broad range of activities in a multi-skilled environment—because you are the eyes and ears of the business.

We’re shaping the way we work through innovation, cutting-edge technology, collaboration, and the freedom to explore new ideas.

In this role, 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 your knowledge of services and products to help customers
• Identifying new ways to improve the customer experience

What You’ll Bring

We’re looking for candidates with the knowledge, skills, and abilities essential for success in this role.

Professional Experience

• Proven ability to deliver outstanding customer service from a face-to-face or telephony background (Required)
• The 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. You’ll be recognised for the impact you make and supported as you grow and thrive personally and professionally.

• Starting salary: £27,138.00, together with a £500 flexible benefit allowance, and the opportunity to earn a discretionary performance-related bonus of 8% of salary
• Holiday: 25 days 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: 8% of salary paid into your pension even if you don’t contribute; Santander will pay up to 12.5% of salary if you contribute, with the option to take some of Santander’s contribution in cash
• Protection: 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
• As a Santander UK employee, you can request staff versions of certain products (e.g., Edge Current Accounts and Credit Cards) with no fees, and apply to many other deals and discounts in Santander products and services
• Competitive rewards reflecting the real impact you make
• Wellbeing that goes beyond work, including access to wellbeing partners and support across physical, mental, social, and financial wellbeing
• Support for every life stage, including enhanced family leave, childcare options, and tailored wellbeing support
• Time to give back through volunteering opportunities
• Global growth opportunities to shape your career and learn new skills across the international network

Local Compliance

At Santander, we provide equal opportunities for everyone regardless of age, gender, disability, civil status, race, religion, or sexual orientation. We are committed to 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.

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 you’re interested in the role, please apply.

If you need support during the recruitment process, contact resourcing@santander.co.uk.