Customer Experience Consultant

Location: Lewisham, United Kingdom

Business area: Retail Banking

Hours: 35 hours per week, Monday to Saturday, on a rota basis between 8:00 a.m. and 6:00 p.m.

About Santander

Santander is evolving into a technology-driven organisation, with its people at the heart of a customer-centric transformation focused on bold thinking, innovation and challenging what is possible.

Our mission is to help more people and businesses prosper. We embrace a robust risk culture, and all employees are expected to take a proactive and responsible approach to risk management.

Retail & Commercial Banking is a global business integrating Santander’s retail and commercial banking activities to better serve customers, improve efficiency and drive value creation.

The Difference You’ll Make

As a Customer Experience Consultant, you’ll be more than a friendly face and voice for Santander. You’ll listen to customers, solve problems and support them with a wide range of needs, including cash transactions, technology in the banking hall, telephone banking, and protection against fraud and scams.

Branch life can be busy, varied and challenging, but you’ll be supported by a close-knit team. You’ll need to be flexible and comfortable undertaking a broad range of activities in a multi-skilled environment.

To succeed in this role, you will be responsible for:

• Listening to, understanding and anticipating customers’ financial needs.
• Presenting options and solutions across a range of products and services, with a primary focus on digital-first solutions.
• Answering customer calls into the contact centre.
• Developing meaningful relationships with customers and working with colleagues to support their day-to-day and long-term needs.
• Helping make Santander a bank that is simple for colleagues and customers to deal with.

What You’ll Bring

Our people are our greatest strength. We value different perspectives and empower our teams to contribute fully. The following knowledge, skills and abilities are important for success in this role.

Required Experience and Skills

• Experience listening to, understanding and anticipating customers’ financial needs.
• Experience presenting options and solutions across a range of products and services, with a primary focus on digital-first solutions.
• Experience answering customer calls in a contact centre.
• Experience developing meaningful relationships with customers and working with colleagues to support their day-to-day and long-term needs.
• A customer-focused approach that helps make banking simple for colleagues and customers.

Preferred Experience and Skills

• A genuine desire to go above and beyond for customers.
• Effective teamwork skills and a flexible, can-do approach to work.
• Openness to undertaking a broad range of activities, including those outside normal business expectations.
• The ability to grow, adapt and change in response to business needs and priorities.

Benefits and Rewards

At Santander, your contribution matters. We recognise the difference you make and provide support and rewards to help you feel valued and thrive personally and professionally.

• Starting salary of £28,758, plus a £500 flexible benefits 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 five years’ service, with the option to purchase up to five contractual days per year.
• Voluntary healthcare benefits at discounted rates, including medical insurance, dental insurance and health assessments.
• Employer pension contributions of 8% of salary, even if you do not contribute.
• Employer contributions of up to 12.5% of salary if you contribute, with the option to take some of the employer contribution in cash.
• Company-funded death-in-service benefit and income protection insurance, with discounted rates available for additional life assurance and critical illness cover.
• Access to Santander share plans for saving or investing in the company.
• Access to staff versions of products such as Edge Current Accounts and Credit Cards with no fees, as well as other Santander product and service discounts.
• Competitive rewards that reflect your contribution and impact.
• Wellbeing support across physical, mental, social and financial wellbeing, including access to wellbeing apps, discounted gym and fitness services, online classes, flexible healthcare and mental health support.
• Support for every life stage, including menopause, pregnancy and parenthood, with enhanced family leave, childcare options and tailored wellbeing support.
• Volunteering opportunities to support the communities we serve.
• Global growth opportunities to develop your career, learn new skills and explore opportunities across Santander’s international network.

Inclusion and Local Compliance

Santander is committed to being 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 making our recruitment experience 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.

How to Apply

If this role interests you, please apply.

If you require support during the recruitment process, including an application form in an alternative format or additional assistance, contact resourcing@santander.co.uk.