Branch Banking Customer Experience Specialist

Santander Group; Tavistock; On-site; GBP 23,000 - 28,000; Full time

Benefits offered by this job

25 days holiday + bank holidays

£500 annual cash allowance forBenefits

Discretionary bonus of 8% of salary

Employer pension contributions (8% of

Private healthcare benefits (discounts

Death-in-service & income protection

Share plans

Product discounts on Santander Edge /

Job summary

Santander UK is hiring for a customer service role focused on personal banking, helping customers engage with digital banking while delivering a personalised, human experience. You will support clients across in-branch, phone, and video channels, using digital tools to simplify banking and build lasting trust.

The role emphasizes delivering excellent service, understanding customer needs, and promoting digital adoption within a collaborative team.

Qualifications

• Experience delivering excellent customer service across multiple channels.
• Experience supporting customers with financial products or services.
• Experience working in a collaborative team environment and wellbeing support.

Responsibilities

• Support customers across face-to-face, telephone and video channels to meet their banking needs.
• Help customers build confidence in using digital banking, including mobile and online platforms.
• Understand customer needs and proactively identify suitable products and services.
• Resolve customer queries efficiently with clear, practical solutions.
• Build lasting relationships through personalised service and regular engagement.
• Encourage digital self-service adoption using customer devices and in-branch tech.
• Collaborate with colleagues to deliver a consistent, high-quality customer experience.
• Identify opportunities to improve how we support customers and service delivery.

Skills

Multi-channel customer service

Financial product knowledge

Collaborative / teamwork

Customer wellbeing focus

Job description

Santander UK is hiring for a customer service role focused on personal banking, helping customers engage with digital banking while delivering a personalised, human experience. You will support clients across in-branch, phone, and video channels, using digital tools to simplify banking and build lasting trust.

The role emphasizes delivering excellent service, understanding customer needs, and promoting digital adoption within a collaborative team.