Branch Banking Digital Concierge & Customer Care

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

Benefits offered by this job

£500 annual cash allowance

25 days holiday

Voluntary healthcare benefits

Pension 8%

Death-in-service

Share plans

Edge Current Accounts discounts

Wellbeing program

Enhanced family leave

Volunteering opportunities

Job summary

Santander UK is hiring for a customer service role focused on personal banking customers, helping them feel confident and in control of their finances. You will support across face-to-face, phone, and video channels, guiding digital banking use and delivering a personalised service that builds trust and loyalty.

Responsibilities include understanding customer needs, resolving queries, and promoting digital self-service while collaborating with colleagues to maintain a high-quality experience.

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

• Support customers across face-to-face, telephone and video channels to meet banking needs
• Help customers build confidence in using digital banking tools
• Understand customer needs and proactively identify suitable products and services
• Resolve customer queries efficiently with clear, practical solutions
• Build strong relationships through personalized service and regular engagement
• Encourage digital self-service adoption using 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 enhance service delivery

Skills

Customer service

Financial products

Team collaboration

Job description

Santander UK is hiring for a customer service role focused on personal banking customers, helping them feel confident and in control of their finances. You will support across face-to-face, phone, and video channels, guiding digital banking use and delivering a personalised service that builds trust and loyalty.

Responsibilities include understanding customer needs, resolving queries, and promoting digital self-service while collaborating with colleagues to maintain a high-quality experience.