Customer Experience Advisor | S1 | Retail Banking | Sutton Branch

Banco Santander; Sutton; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading banking institution in the United Kingdom is seeking a Customer Experience Advisor for its Sutton Branch. This full-time position requires delivering excellent customer service across branch and telephone channels. Responsibilities include assisting with transaction queries and building strong customer relationships. The role offers a starting salary of £26,161, alongside a benefits package that includes 25 days of annual leave, a pension plan, and wellness support. Successful candidates thrive in a collaborative, adaptive environment.

Benefits

25 days holiday plus bank holidays

Pension contributions

Voluntary healthcare benefits

Employee discounts on bank products

Wellbeing support

Qualifications

• Proven ability to deliver outstanding customer service either face‑to‑face or over the telephone.
• Ability to communicate effectively with customers to truly 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 transaction queries and servicing.
• Build relationships and find solutions.

Skills

Outstanding customer service

Effective communication

Teamworking skills

Adaptability

Job description

Customer Experience Advisor – S1 Retail Banking, Sutton 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.

Our mission is to help more people and businesses prosper. We embrace a strong risk culture and expect all professionals to take a proactive, responsible approach to 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 Sutton Branch working 35 hours per week on a rota basis Monday to Saturday between 8 am & 6 pm.

In this role you’ll be more than the friendly face and voice of Santander. You’ll listen, problem‑solve and support customers across in‑branch, on‑line and telephone channels, helping with cash transactions, technology, fraud protection and more. You’ll thrive on variety and operate in a multi‑skilled environment, acting as the eyes and ears of our business.

We’re shaping the way we work through innovation, technology, collaboration and 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 transaction queries and servicing.
• Answer customer calls into our contact centre.
• Build relationships and find solutions.
• Develop knowledge of services and products to help customers.
• Identify new ways to improve the customer experience.

WHAT YOU'LL BRING

We value the unique strengths each employee brings to the team. 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 face‑to‑face or over the telephone (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 to accommodate business needs and priorities (Preferred).

WE VALUE YOUR IMPACT

At Santander, your contribution matters. We recognise the difference you make every day and ensure you feel valued, supported and rewarded.

Starting salary: £26,161 plus a £500 annual cash allowance to spend on benefits.

25 days holiday plus bank holidays, increasing to 26 days after 5 years of service. Option to purchase up to 5 contractual days per year.

Voluntary healthcare benefits at discounted rates: medical, dental and health assessments. We contribute 8 % of salary into your pension even if you don’t contribute; you can contribute up to 12.5 % and receive a cash option on our contribution.

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 in Santander’s success by saving or investing in our shareplan.

As a Santander UK employee you can request staff versions of our products with no fees and access to discounts on Santander products and services.

Competitive rewards that reflect the real impact you make and the value you bring.

Wellbeing support across physical, mental, social and financial pillars: apps, discounted gym access, weekly online classes, flexible healthcare and mental health support.

Support for every life stage: enhanced family leave, childcare options and tailored wellbeing support.

Time to give back through volunteering opportunities in the communities we serve.

Global growth opportunities to shape your career, learn new skills and explore possibilities across our international network.

LOCAL COMPLIANCE

We provide equal opportunities for everyone regardless of age, gender, disability, civil status, race, religion or sexual orientation. We are committed to an accessible, fair and welcoming recruitment experience for all candidates.

Consider the travel distance, time and cost to your chosen branch location when applying.

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 an offered role may have no relocation package. Santander will pay mandatory government fees associated with visa processes, while any personal employee immigration or relocation costs remain the applicant’s responsibility.

What to do next

If this sounds like a role you are interested in, please apply. If there’s anything we can do in the recruitment process to help you, contact us. We can provide our application form in another format or additional assistance through email.

Additional Information

Employment type: Full‑time

Experience: –

Vacancy: 1

Key Skills: Change Management, FMCG Sales, Business Objects, Claims Investigation, ERP, ACCA