Branch Banking: Customer Service & Digital Banking Advocate

Banco Santander SA; Jarrow; Hybrid; GBP 23,000 - 28,000; Full time

Benefits offered by this job

Salary £25,000

£500 flexible benefit allowance

Discretionary bonus 8%

25 days holiday + bank holidays

Private medical insurance

Pension contributions 8%

Staff product access

Job summary

Santander UK is seeking a Customer Service Consultant in Jarrow to support personal banking customers across face‑to‑face, telephone and digital channels. The role focuses on helping customers gain confidence with digital banking while delivering a personalised, human experience that builds trust and loyalty.

You will work in a branch environment with hybrid working patterns, focusing on face‑to‑face service and proactive customer engagement.

Qualifications

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

Responsibilities

• Supporting customers across face‑to‑face, telephone and video channels to meet their banking needs.
• Helping customers build confidence in using digital banking services, including mobile and online platforms.
• Understanding customer needs and proactively identifying the most suitable products and services.
• Resolving customer queries efficiently and providing clear, practical solutions.
• Building strong, lasting relationships through personalised service and regular engagement.
• Encouraging digital self‑service adoption using customer devices and in‑branch technology.
• Collaborating with colleagues to deliver a consistent and high‑quality customer experience.
• Identifying opportunities to improve how we support customers and enhance service delivery.

Skills

Customer service

Cross-channel communication

Financial products knowledge

Job description

Santander UK is seeking a Customer Service Consultant in Jarrow to support personal banking customers across face‑to‑face, telephone and digital channels. The role focuses on helping customers gain confidence with digital banking while delivering a personalised, human experience that builds trust and loyalty.

You will work in a branch environment with hybrid working patterns, focusing on face‑to‑face service and proactive customer engagement.