Customer Experience Advisor | S1 | Retail & Business Banking | Customer Interactions | Harlesde[...]

Santander Bank; City of Westminster; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading banking institution in the UK is seeking a Customer Service Representative. In this full-time branch-based role, you'll directly assist customers with transactions and queries and work collaboratively in a dynamic environment. We're looking for candidates with strong customer service skills and the ability to adapt to various tasks. A starting salary of £27,841 is offered along with a range of benefits.

Benefits

Starting salary of £27,841

Discretionary performance-related bonus

25 days' holiday plus bank holidays

8% pension contribution

Healthcare benefits

Qualifications

• Proven ability to deliver outstanding customer service.
• Ability to communicate effectively with customers.
• Desire to exceed customer expectations.
• Flexible and can-do approach.
• Openness to diverse job scopes.
• Right to work in the UK.

Responsibilities

• Act as the first point of contact for customers.
• Assist with transactions and queries.
• Answer customer calls.
• Build relationships and find solutions.
• Identify ways to enhance the customer experience.

Skills

Outstanding customer service

Effective communication

Team working

Adaptability

Job description

Overview

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.

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

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 (nice to have)
• 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
• You will require the right to work in the UK

Details

• This is a full-time permanent branch-based role, working 35 hours across Monday to Saturday between 8:00am and 6:00pm
• The role is based in our Twinned Site Harlesden/Cricklewood Branch

Inclusion and Benefits

Inclusion At Santander we're creating a thriving workplace where all colleagues feel they belong and are supported to succeed. We all help to make Santander a workplace that celebrates diversity and attracts, retains and develops the most talented and committed people through living our values of Simple, Personal, and Fair. How we'll reward you. As well as a salary, we offer a wide range of benefits that you can choose from and tailor to your needs.

• Starting salary of £27,841 plus a £500 annual cash allowance to spend on our great range of benefits.
• 25 days' holiday plus bank holidays, which increases to 26 days after 5 years service, with the option to purchase up to 5 contractual days per year.
• Eligible for a discretionary performance-related annual bonus.
• Voluntary healthcare benefits at discounted rates, including medical insurance, dental insurance, and health assessments.
• Free access to digital health services, including GP.
• Free access to wellbeing apps and up to three weekly online classes.
• 8% of salary contributed to pension, with employer match up to 12.5% and cashable options.
• Company-funded death-in-service benefit, income protection, and options for additional life assurance and critical illness cover.
• Support for charitable giving and community partnerships.
• Share plans to save or invest in Santander's success.
• 24/7 online employee discount platform with retailers, entertainment, dining and travel.
• Staff versions of Santander products with no fees and access to deals and discounts.