Customer Experience Advisor | S1 | Retail Banking | Loughton

Santander Bank; Loughton; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading financial institution is seeking a Customer Experience Advisor based at the Loughton Branch. You'll offer outstanding service while assisting customers with their banking needs. The role involves interacting with customers, building relationships, and solving problems in a dynamic team environment. With a focus on flexibility and teamwork, this position promises diverse challenges. Full-time, 35 hours per week with a competitive salary and benefits including wellbeing support and career growth opportunities.

Benefits

Wellness support programs

Enhanced family leave

25 days’ holiday plus bank holidays

Pension contribution

Discounted healthcare options

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.
• 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.
• Identify new ways to improve the customer experience.

Skills

Outstanding customer service

Effective communication

Teamwork

Flexibility

Problem solving

Job description

Overview

Santander is looking for a Customer Experience Advisor based out of Loughton Branch, working 35 hours per week, on a rota'd basis Monday to Saturday, between 8am and 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. 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.

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
• Answer customer calls into our contact centre
• Build relationships and find solutions
• Develop knowledge of services and products to help our customers
• Identify new ways to improve the customer experience

Qualifications

• Proven ability to deliver outstanding customer service either face‑to‑face or via telephony (Required)
• 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 & Compensation

• Wellbeing support through partners across our 4 pillars of wellbeing (physical, mental, social and financial) including access to apps, gym, fitness, online classes, healthcare and mental health support
• Support for every life stage – from menopause and pregnancy to parenthood 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
• Starting salary of £26,161 plus a £500 annual cash allowance to spend on a range of benefits
• 25 days’ holiday plus bank holidays, increasing 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 insurance, dental insurance, health assessments)
• Pension contribution: 8% of salary automatically contributed, up to 12.5% if you contribute, with partial cash option
• Protection for you and your family: company‑funded death‑in‑service benefit, income protection insurance, and discounted rates for additional life assurance and critical illness cover
• Share plans to share in Santander’s success
• Employee access to staff versions of Santander products like Edge Current Accounts and Credit Cards with no fees and other deals and discounts

Equal Opportunity Statement

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.