Customer Experience Advisor | S1 | Retail Banking | London Stratford

Customer Experience Advisor (Retail Banking)

Location: Stratford Branch, London
Working hours: 35 hours per week (rota’d), Monday to Saturday, between 8:00am and 6:00pm
Contract: 12-month Fixed Term Contract

The Difference You Make

At Santander, you’ll be more than a friendly face and voice—you’ll listen, solve problems, and support customers in whatever they need next. Whether helping with cash transactions, assisting customers with technology in the banking hall, handling calls over the phone, or helping protect customers against fraud and scams, every day brings new challenges.

You’ll have plenty of support in a busy, varied, and close-knit branch environment. The role is broad and multi-skilled, and you’ll be flexible and comfortable taking on a wide range of customer-focused activities.

Key Responsibilities

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 the 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

You’ll bring a strong commitment to delivering excellent customer service and communicating effectively to understand customer needs. You’ll also show openness to a broad range of activities and the ability to adapt to changing business needs.

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 standard expectations (Preferred)
• Ability to grow, adapt, and change to accommodate business needs and priorities (Preferred)

Rewards & Benefits (Summary)

• Starting salary of £28,800.00, plus 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, 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
• 8% of salary contributed to your pension even if you don’t contribute, and up to 12.5% of salary if you contribute as well; some of the contribution can be taken in cash if preferred
• Company-funded death-in-service benefit and income protection insurance, plus options for 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 selected products (including Edge Current Accounts and Credit Cards) with no fees, and many other deals and discounts in Santander products and services
• Competitive rewards reflecting the real impact you make and the value you bring
• Wellbeing support through wellbeing partners across physical, mental, social, and financial pillars, including app access, discounted gym and fitness access, weekly online classes, flexible healthcare, and mental health support
• Support for every life stage with 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 possibilities across the international network

Local Compliance

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

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 role sounds like a fit, please apply. If you need any support during the recruitment process, contact resourcing@santander.co.uk.