Customer Experience Advisor | S1 | Retail Banking

Overview

Customer Experience Advisor | S1 | Retail Banking | Birmingham, United Kingdom

IT STARTS HERE. Santander is evolving from a global, high-impact brand into a technology-driven organisation, with our people at the heart of the journey. We are driving a customer-centric transformation that values bold thinking, innovation, and the courage to challenge what’s possible. This is a chance for driven professionals to grow, learn, and make a real difference.

Our mission is to help more people and businesses prosper. We embrace a strong risk culture and expect proactive and responsible risk management at all levels. Retail & Commercial Banking is a global business integrating all our retail and commercial banking activities to better serve our customers, improve efficiency and drive value creation.

The difference you make

Santander is looking for a Customer Experience Advisor based out of the Birmingham Branch, including the Birmingham Primary Market. Branches include Sutton Coldfield, West Bromwich, Walsall, Birmingham City Centre.

This is an on-call working role with a minimum of 260 hours per annum. This is a rolling contract.

For our customers, you’ll be more than just the friendly face and voice of Santander. You’ll be a listener and problem solver. Whether helping with a simple cash transaction, aiding with technology in the banking hall, transacting over the phone, or protecting customers against fraud and scams, you’ll never know what the next challenge will be.

You’ll have plenty of support; life in a branch can be busy, varied and challenging, so we’re a close-knit team. You’ll be totally flexible and comfortable undertaking a broad range of activities, not limiting your time and focus to one element of your role. You’ll thrive on the variety and operate in a multi-skilled environment. You’re the eyes and ears of our business after all.

We’re 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 your knowledge of services and products to help our customers
• Identifying new ways to improve the customer experience

Our people are our greatest strength. We’re enabling teams to go beyond by valuing who they are and empowering what they bring.

The following requirements represent the knowledge, skills, and abilities essential for success in this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Proven ability to deliver outstanding customer service either 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 teamwork 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 accommodating business needs and priorities (Preferred)

At Santander, your contribution matters. We recognise the difference you make every day and we ensure you feel valued, supported and rewarded in return. Recognition goes beyond pay and is about the pride you have in your work, the impact you have on customers and communities, and the opportunities to grow personally and professionally.

• Starting salary of £24,000 plus a £500 annual cash allowance to spend on our benefits. (Include salary where authorised)
• 25 days’ holiday plus bank holidays, increasing to 26 days after 5 years, with option to purchase up to 5 additional days per year
• Voluntary healthcare benefits at discounted rates (medical, dental, and health assessments)
• Company pension contribution of up to 8% of salary, with potential to contribute up to 12.5% if you contribute; cash options may…