Customer Experience Advisor | S1 | Retail Banking | Carmarthen Branch

Santander Bank; Carmarthen; On-site; GBP 24,000 - 28,000; Part time

Job summary

A leading financial institution in Carmarthen seeks a Customer Experience Advisor for 21 hours a week. You will handle customer interactions in-branch and by phone, assist with transactions, and enhance the overall customer experience. Ideal candidates will have strong customer service instincts and effective communication skills. Benefits include competitive rewards, wellness programs, and a starting salary of £24,000 with opportunities for growth.

Benefits

Competitive rewards

Wellbeing support

Enhanced family leave

Volunteering opportunities

Global growth opportunities

Pension contributions

Healthcare benefits

25 days' holiday plus bank holidays

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.

Responsibilities

• Act as the first point of contact for customers in branch or over the phone.
• Assist with day-to-day transactions, queries and servicing.
• Build relationships and find solutions while identifying new ways to improve customer experience.

Skills

Outstanding customer service delivery

Effective communication

Team-working skills

Flexibility in work approach

Ability to adapt

Job description

Santander is looking for a Customer Experience Advisor based out of Carmarthen Branch, working 21 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. 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. You’ll thrive on the variety this gives you and take satisfaction from operating in a multi‑skilled environment. 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:

Key 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

Qualifications

• 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)

Benefits

• Competitive 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 four 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.
• 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 services.
• Starting salary of £24,000 plus a £500 annual cash allowance to spend on our great range of benefits.
• 25 days’ holiday plus bank holidays, which increases to 26 days after 5 years 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 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 – 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.

At 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.

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 help more people and businesses prosper. We embrace a strong risk culture and expect all professionals at all levels 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.

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.