Customer Experience Advisor | S1 | Retail Banking | Hammersmith

Customer Experience Advisor

Location: Hammersmith Branch, United Kingdom

Contract: 12 month Fixed Term Contract

Hours: 35 hours per week (rota’d basis Monday to Saturday, between 8am and 6pm)

The Difference You Make

For our customers, you’ll be more than just a friendly face and voice of Santander. You’ll listen, solve problems, and support customers across a range of situations—whether that’s helping with simple cash transactions, assisting with technology in the banking hall, transacting over the phone, or protecting customers against fraud and scams.

You’ll be supported by a close-knit team, and you’ll bring flexibility to thrive in a busy, varied, and multi-skilled branch environment. You’ll help ensure customers have a great experience and contribute to continuous improvement.

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 the contact centre
• Build relationships and find solutions
• Develop your knowledge of services and products to support customers
• Identify new ways to improve the customer experience

What You’ll Bring

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 understand their needs (Required)
• 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 in line with business needs and priorities (Preferred)

Rewards and Benefits

• Starting salary: £28,800.00, plus a £500 flexible benefit allowance and an 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: 8% of salary contributed by Santander even if you don’t contribute yourself; Santander will pay up to 12.5% of salary if you contribute, and you can take some of the contribution in cash if you prefer
• 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 share plans
• As a Santander UK employee, you can request staff versions of selected products (such as Edge Current Accounts and Credit Cards) with no fees, and apply to many other deals and discounts
• Competitive rewards that reflect the impact you make
• Wellbeing support across physical, mental, social, and financial wellbeing, including access to apps, discounted gym and fitness, weekly online classes, and 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
• Global growth opportunities to shape your career and learn new skills

Local Compliance

At Santander, everyone is provided with equal opportunities regardless of age, gender, disability, civil status, race, religion, or sexual orientation. Santander is committed to an accessible, fair, and welcoming recruitment experience.

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 support during the recruitment process (for example, a copy of the application form in another format or additional assistance), you can contact resourcing@santander.co.uk.