Customer Experience Advisor | S1 | Retail Banking | Cambridge

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

Benefits offered by this job

Salary £25k

£500 benefits allowance

8% discretionary bonus

25 days holiday

Private healthcare

Pension contribution

Job summary

Santander UK is hiring a Customer Experience Advisor for the Cambridge branch. You will act as the first point of contact, assist with transactions and queries, and help customers in person or by phone.

You will build relationships, improve service knowledge, and identify ways to enhance the customer experience. The role offers 35 hours per week on a rota schedule, a starting salary of £25,000 plus a £500 flexible benefit allowance and the potential to earn an 8% discretionary bonus based on

Qualifications

• Proven ability to deliver outstanding customer service from face-to-face or telephony experience.
• Effective communication to truly understand customer needs.
• Willingness to go above-and-beyond for customers.
• Flexible, can-do approach with teamwork.

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 for customers.

Skills

Customer service

Communication skills

Teamwork

Adaptability

Job description

Customer Experience Advisor | S1 | Retail Banking | CambridgeCountry: United KingdomIT STARTS HERESantander ( www.santander.com ) is evolving from a global, high-impact brand into a technology-driven organisation , and our people are at the heart of this journey. Together , we are driving a customer-centric transformation that values bold thinking, innovation , and the courage to challenge what’s possible.This is more than a strategic shift. It’s a chance for driven professionals to grow, learn, and make a real difference .Our mission is to contribute to help more people and businesses prosper . We embrace a strong risk culture and all our professionals at all levels are expected to take a proactive and responsible approach toward risk management.Retail & Commercial Banking is a global business integrating all our retail and commercial banking activities to better serve our customers, improve efficiency and drive value creation.THE DIFFERENCE YOU MAKESantander is looking for a Customer Experience Advisor based out of Cambridge Branch , working 35 hours per week, on a rota’d basis Monday to Saturday, between 8am & 6pm .For our customers, you’ll be more than just the friendly face and voice of Santander. You’ll be a listener and problem solver. Whether you’re helping someone with a simple cash transaction, aiding them with technology in the banking hall, transacting with them over the phone or protecting your customers against fraud and scams, you’ll never know what the next challenge will be.What’s not in doubt is that you’ll have plenty of support. Life in a branch can be busy, varied and challenging, so we’re a close-knit team.You’ll be totally flexible in your approach and comfortable in undertaking a broad range of activities. This means not limiting your time and focus on one particular element of your role. You’ll thrive on the variety this gives you and take satisfaction for operating in a multi-skilled environment. You’re the eyes and ears of our business after all.We’re shaping the way we work through innovation, cutting-edge technology, collaboration and the freedom to explore new ideas. To succeed in this role, you will be responsible for:Acting as the first point of contact for customers in branch or over the phoneAssisting with day-to-day transactions, queries and servicingAnswering customer calls into our contact centreBuilding relationships and finding solutionsDeveloping your knowledge of services and products to help our customersIdentifying new ways to improve the customer experienceWHAT YOU’LL BRINGOur people are our greatest strength. Every individual contributes unique perspectives that make us stronger as a team and as an organisation. We’re enabling teams to go beyond by valuing who they are and empowering what they bring.The following requirements represent the knowledge, skills, and abilities essential for success in this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Professional ExperienceProven ability to deliver outstanding customer service either from a face to face or a telephony background (Required)The ability to communicate effectively with customers to truly understand their needs (Required)A real desire to go above-and-beyond for customers (Preferred)Effective team working skills with a flexible, can-do approach to work (Preferred)Openness to a broad range of activities even if outside of standard expectations (Preferred)Ability to grow, adapt and change accommodating business needs and priorities (Preferred)WE VALUE YOUR IMPACTAt Santander, your contribution matters. We recognise the difference you make every day, and we make sure you feel valued, supported and rewarded in return.Here, recognition goes beyond pay. It’s about the pride you feel in your work, the impact you have on customers and communities, and the opportunities you have to grow and thrive — personally and professionally.The starting salary is £25,000 together with a £500 flexible benefit allowance and the opportunity to earn a discretionary performance-related bonus of 8% of salary.25 days’ holiday plus bank holidays, which increases to 26 days after 5yrs service, with the option to purchase up to 5 contractual days per year.Voluntary healthcare benefits at discounted rates. Including: medical insurance, dental insurance, and health assessmentsWe put 8% of salary into your pension, even if you don’t contribute yourself. We’ll pay in up to 12.5% of salary, if you contribute as well, and you can take some of our contribution in cash if you prefer.Protection for you and your family, with company-funded death-in-service benefit and income protection insurance, and the option to take advantage of discounted rates for additional life assurance and critical illness cover.Share in Santander’s success by saving or investing in our share plans.As a Santander UK employee, you are able to request staff versions of our products like our Edge Current Accounts and Credit Cards with no fees, as well as apply to many other deals and discounts in Santander products and servicesCompetitive rewards that reflect the real impact you make and the value you bring.Wellbeing that goes beyond work — we work with a range of wellbeing partners across our 4 pillars of wellbeing (physical, mental, social and financial) to give you access to a suite of apps, discounted gym and fitness access, weekly online classes, flexible healthcare and mental health support.Support for every life stage — from menopause and pregnancy to parenthood and beyond, with enhanced family leave, childcare options and tailored wellbeing support.Time to give back through volunteering opportunities that let you make a difference in the communities we serve.Global growth opportunities to shape your career, learn new skills and explore what’s possible across our international network.Ready to be recognised? It starts with you.LOCAL COMPLIANCEAt Santander, we’re proud to be an inclusive organisation that provides equal opportunities for everyone — regardless of age, gender, disability, civil status, race, religion or sexual orientation.We’re committed to creating a recruitment experience that’s accessible, fair and welcoming for all candidates.We want our people to thrive — at work and at home — while delivering the best outcomes for our customers and supporting each other to grow.When applying, please consider the travel distance, time and cost to your chosen Branch location.Right to work in the UKAll candidates must have the right to work in the UK to commence employment with Santander.WHAT TO DO NEXTIf this sounds like a role you are interested in, then please apply.If there’s anything we can do in the recruitment process to help you achieve your best, get in touch. Whether it’s a copy of our application form in another format or additional assistance, we’re available through email. You can contact us at [e-mail]#LI-DNI