Customer Experience Advisor | S1 | Retail Banking | Lerwick Branch

Banco Santander SA; Lerwick; On-site; GBP 23,000 - 28,000; Full time

Benefits offered by this job

Flexible allowance

Discretionary bonus

Holiday entitlement 25 days + bank

Healthcare benefits

Pension contribution

Job summary

Banco Santander SA in Lerwick seeks a Customer Experience Advisor to join our Retail Banking team on a Lifestyle 260 contract. You’ll handle branch and phone inquiries, process transactions, and help customers with everyday banking needs while delivering outstanding service.

We value flexibility, strong communication, and a proactive approach. This role offers a supportive team, ongoing training, and the chance to contribute to a trusted network across branches in the UK.

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

Job description

Customer Experience Advisor | S1 | Retail Banking | Lerwick 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 Lerwick 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 branches, 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 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 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 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 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 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’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 UK All candidates must have the right to work in the UK to commence employment with Santander.

The Santander Way

Santander is evolving from a global, high-impact brand into a technology-driven organization, 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.

Ready to make it happen? It starts with you. It starts here.