Customer Experience Advisor — Bank Branch & Phone

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

Benefits offered by this job

Holiday entitlement: 25 days + bank

Flexible benefit allowance (£500)

Discretionary bonus (8% of salary)

Healthcare benefits

Pension plan (8% employer, up to 12.5%

Job summary

Santander is seeking a Customer Experience Advisor at Pontypridd FP Branch to join our Retail Banking team. This role is 35 hours per week, rota’d Monday to Saturday, between 8am and 6pm, in a busy branch environment.

You’ll listen, resolve queries, process transactions and help customers with technology in-branch, phone, or online channels, while protecting them from fraud and scams. You’ll thrive on variety in a multi‑skilled role and collaborate closely with colleagues.

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

Customer focus

Teamwork

Adaptability

Flexibility

Job description

Santander is seeking a Customer Experience Advisor at Pontypridd FP Branch to join our Retail Banking team. This role is 35 hours per week, rota’d Monday to Saturday, between 8am and 6pm, in a busy branch environment.

You’ll listen, resolve queries, process transactions and help customers with technology in-branch, phone, or online channels, while protecting them from fraud and scams. You’ll thrive on variety in a multi‑skilled role and collaborate closely with colleagues.