Customer Experience Advisor - S1 - Retail Banking - Cardiff QS Branch

santander; Cardiff; Hybrid; GBP 23,000 - 28,000; Part time

Benefits offered by this job

25 days holiday + bank holidays

Voluntary healthcare benefits

8% employer pension contribution

Job summary

Santander is seeking a Customer Experience Advisor at Cardiff Queen Street Branch. The Lifestyle 260 contract supports flexible hours across branches, delivering customer service across in-branch, phone, and online channels.

You will assist with day-to-day transactions, answer calls, and build strong relationships while expanding knowledge of Santander products. The role emphasizes adaptability and multi-skilled service delivery.

Qualifications

• Proven ability to deliver outstanding customer service either face-to-face or via telephony.
• Ability to communicate effectively with customers to understand their needs.
• Desire to go above-and-beyond for customers (Preferred).
• Effective teamwork with a flexible, can-do approach (Preferred).
• Openness to a broad range of activities beyond standard expectations (Preferred).
• Ability to grow, adapt and change with business needs (Preferred).

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 knowledge of services and products to help customers
• Identifying new ways to improve the customer experience

Skills

Customer service

Effective communication

Problem solving

Teamwork

Flexibility

Multi-branch experience

Job description

Customer Experience Advisor | S1 | Retail Banking | Cardiff QS Branch

Country: United Kingdom

IT STARTS HERE

Santander ( 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 MAKE

Santander is looking for a Customer Experience Advisor based out of Cardiff Queen Street Branch, working a minimum of 260 hours per year/5 hours per week, on a rota'd basis Monday to Saturday, between 8am & 6pm.

This role is known as a Lifestyle 260 role.

The Lifestyle contract recognises that flexible working is a lifestyle choice for many people who can't or don't want to commit to being a full or part-time CSA/CEA on fixed hours. This contract allows talented and experienced individuals to work flexibly across multiple branches, if and when needed, delivering for customers when their support is most needed, often at key times.

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 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

WHAT YOU'LL BRING

Our 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 Experience

• Proven 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 IMPACT

At 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 (pro rata) 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 assessments
• We put 8% of salary into your pension, even if you don't co