Customer Experience Advisor | S1 | Retail Banking | Leicester Clocktower Branch

Banco Santander; Leicester; On-site; GBP 24,000; Full time

Job summary

A leading financial institution is seeking a Customer Experience Advisor for their Leicester Clocktower Branch. You will provide outstanding customer service, manage daily transactions, and help solve customer queries both in-branch and over the phone. The role offers a competitive salary of £24,000 and extensive benefits including holiday, healthcare, and pension contributions. Join us in a supportive environment that values your contributions and career growth.

Benefits

25 days holiday plus bank holidays

Voluntary healthcare benefits

8% salary contribution to pension

Company-funded death-in-service benefit

Employee discounts on products

Qualifications

• Proven ability to deliver outstanding customer service from a face-to-face or telephony background.
• Ability to communicate effectively with customers to truly understand their needs.
• Willingness 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 for customers.

Skills

Outstanding customer service

Effective communication

Team working skills

Flexibility

Adaptability

Job description

Customer Experience Advisor S1 Retail Banking Leicester Clocktower Branch

Country: United Kingdom

IT STARTS HERE

Santander 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 helping 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 Leicester Clocktower Branch working 35 hours per week on a rotational 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 undertaking a broad range of activities. This means not limiting your time and focus to 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:

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

WHAT YOU'LL BRING

• 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. Starting salary of £24,000 plus a £500 annual cash allowance to spend on our great range of benefits.

Salary and Benefits

• 25 days holiday plus bank holidays which increases to 26 days after 5 years of service with the option to purchase up to 5 contractual days per year.
• Voluntary healthcare benefits at discounted rates – medical, dental and health assessments.
• We put 8% of salary into your pension even if you don’t contribute yourself. You can pay in up to 12.5% of salary if you contribute as well and 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 can request staff versions of our products like Edge Current Accounts and Credit Cards with no fees, and apply to many other deals and discounts in Santander products and services.
• 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.

LOCAL COMPLIANCE

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 are committed to creating a recruitment experience that is 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.

Right to work in the UK

Every individual must have the right to work in the UK to commence employment with Santander either by way of nationality, visa or work permit. If you do require a working visa / permit this will not influence our decision on whether to progress your application. However if you do not have a right to work or an application for a working visa / permit is unsuccessful Santander will not proceed with your application and will withdraw any conditional offer previously made.

We welcome applications on the understanding that should you be offered this role there may be no relocation package available. Santander will pay the employer mandatory government fees required to pay in connection with a visa but may be liable for your own personal employee immigration and relocation costs.

WHAT TO DO NEXT

If 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 …

Additional Information

• Employment Type: Full‑Time
• Experience: years
• Vacancy: 1
• Key Skills: Change Management, FMCG Sales, Business Objects, Claims Investigation, ERP, ACCA