Branch Customer Experience Pro – Retail Banking

Banco Santander SA; Kirkwall; Remote; GBP 21,000 - 29,000; Full time

Benefits offered by this job

25 days holiday + bank holidays

Private healthcare benefits

Pension scheme

Share plans

Private healthcare

Staff product access

Job summary

Santander UK is hiring a Customer Experience Advisor at Kirkwall Branch. You will be the friendly face and voice for customers, handling in-branch and telephony interactions, range of transactions, and helping customers navigate services.

You’ll join a supportive multi-skilled team and work a varied rota from 8am to 6pm, Monday through Saturday. The role emphasizes relationship-building, problem solving, and ongoing product knowledge development.

Qualifications

• Proven ability to deliver outstanding customer service either from a face to face or a telephony background.
• The ability to communicate effectively with customers to truly understand their needs.
• A real desire to go above-and-beyond for customers.
• Effective team working skills with a flexible, can-do approach to work.
• Openness to a broad range of activities even if outside of standard expectations.
• Ability to grow, adapt and change accommodating business needs and priorities.

Responsibilities

• 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.

Skills

Customer service

Communication

Teamwork

Flexibility

Problem solving

Job description

Santander UK is hiring a Customer Experience Advisor at Kirkwall Branch. You will be the friendly face and voice for customers, handling in-branch and telephony interactions, range of transactions, and helping customers navigate services.

You’ll join a supportive multi-skilled team and work a varied rota from 8am to 6pm, Monday through Saturday. The role emphasizes relationship-building, problem solving, and ongoing product knowledge development.