Customer Experience Advisor | S1 | Retail Banking | Ealing Branch

Customer Experience Advisor

Location: Ealing Branch, United Kingdom

Hours: 35 hours per week (rota’d), 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 drive a customer-centric transformation that values bold thinking, innovation, and the courage to challenge what’s possible.

Our mission is to help more people and businesses prosper. We embrace a strong risk culture, and all professionals at all levels are expected to take a proactive and responsible approach toward risk management.

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 the Ealing Branch, working 35 hours per week on a rota’d basis Monday to Saturday, between 8am and 6pm.

As a Customer Experience Advisor, you will be more than a friendly face and voice. You will listen, solve problems, help with simple cash transactions, support customers with technology in the banking hall, handle transactions over the phone, and help protect customers against fraud and scams.

Life in a branch can be busy, varied, and challenging, but you will have plenty of support in a close-knit team.

You will be flexible in your approach and comfortable undertaking a broad range of activities. You will thrive in a multi-skilled environment and enjoy the variety the role brings, acting as the eyes and ears of the business.

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

To succeed 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 knowledge of services and products to help customers
• Identifying new ways to improve the customer experience

What You’ll Bring

We value people and the unique perspectives they bring. The role requires the knowledge, skills, and abilities essential for success, and reasonable accommodations may be made to enable individuals with disabilities to perform 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 to accommodate business needs and priorities (Preferred)

We Value Your Impact

At Santander, your contribution matters. Recognition goes beyond pay—it’s about the pride you feel in your work, the impact you have on customers and communities, and the opportunities to grow and thrive.

• Starting salary: £27,138, 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, increasing 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 invested even if you don’t contribute; Santander will pay in up to 12.5% of salary if you contribute as well, and you can take some of the contribution in cash if you prefer
• Protection: company-funded death-in-service benefit and income protection insurance, plus discounted rates for additional life assurance and critical illness cover
• Share in Santander’s success through savings or investing in share plans
• As a Santander UK employee, you may request staff versions of products like Edge Current Accounts and Credit Cards with no fees, and apply to many other deals and discounts across Santander products and services
• Competitive rewards that reflect the real impact you make and the value you bring
• Wellbeing: access to a suite of apps, discounted gym and fitness access, weekly online classes, flexible healthcare, and mental health support through wellbeing partners across physical, mental, social, and financial wellbeing
• Support for every life stage: enhanced family leave, childcare options, and tailored wellbeing support
• Time to give back: volunteering opportunities to make a difference in the communities we serve
• Global growth opportunities: learn new skills and explore career development across the 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.

When applying, 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 this sounds like a role you are interested in, please apply.

If you need support in the recruitment process, you can contact the resourcing team at resourcing@santander.co.uk.