Customer Experience Advisor | S1 | Retail Banking | Penzance Branch

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

Job summary

A prominent financial institution located in Penzance is seeking a Customer Experience Advisor to provide excellent customer service in branch and over the phone. You will assist with transactions and queries while building strong customer relationships. The role requires flexibility and a multi-skilled approach. Ideal candidates will have a proven track record in delivering outstanding customer service. Competitive salary and benefits included.

Benefits

Starting salary of £24,000 plus £500 annual cash allowance

25 days holiday plus bank holidays

Voluntary healthcare benefits at discounted rates

Pension contributions

Company-funded death-in-service benefit

Access to staff discounts on bank products

Qualifications

• Proven ability to deliver outstanding customer service either face-to-face or on the phone.
• Ability to communicate effectively with customers to understand their needs.
• 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.

Skills

Outstanding customer service

Effective communication

Team-working

Adaptability

Job description

Santander is looking for a Customer Experience Advisor based out of Penzance 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. 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.

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 (Qualifications)

• Required: Proven ability to deliver outstanding customer service either face‑to‑face or on the phone
• Required: Ability to communicate effectively with customers to truly understand their needs
• Preferred: 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

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.

Benefits

• 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, 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, and health assessments)
• Pension: 8% of salary paid automatically, up to 12.5% if you contribute, with an option to take some contribution in cash
• Protection for you and your family: company‑funded death‑in‑service benefit, income protection insurance, with optional discounted rates for additional life assurance and critical illness cover
• Share plans: ability to save or invest in Santander share plans
• Access to staff versions of Santander products with no fees, and other Santander product and service deals and discounts
• Competitive rewards that reflect the real impact you make and the value you bring
• Well‑being: access to wellbeing partners across four pillars (physical, mental, social, financial) with apps, gym access, online classes, and healthcare & mental health support
• Support for every life stage: enhanced family leave, childcare options, tailored wellbeing support
• Opportunities for volunteering and global growth to shape your career, learn new skills, and explore across our international network

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.

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.