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

Santander Group; Hartlepool; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading financial institution is seeking a full-time Customer Service Representative for their Hartlepool branch. The successful candidate will be responsible for assisting customers with transactions and queries, building relationships, and improving customer experience. A commitment to outstanding service and effective communication skills are essential for this role, which offers a starting salary of £24,000 plus benefits.

Benefits

Starting salary of £24,000

£500 annual cash allowance

25 days' holiday plus bank holidays

Discretionary performance-related annual bonus

Voluntary healthcare benefits

Free access to digital health services

Pension contributions up to 12.5%

Company-funded protection

24/7 access to an online employee discount platform

Qualifications

• Proven ability to deliver outstanding customer service from face-to-face or telephony.
• Ability to communicate effectively with customers to understand their needs.

Responsibilities

• Act as the first point of contact for customers.
• Assist with day-to-day transactions and queries.
• Build relationships and find solutions.

Skills

Outstanding customer service

Effective communication

Team working skills

Flexibility

Job description

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.

The difference you'll make:

1. Acting as the first point of contact for customers in branch or over the phone
2. Assisting with day-to-day transactions, queries and servicing
3. Answering customer calls into our contact centre
4. Building relationships and finding solutions
5. Developing your knowledge of services and products to help our customers
6. Identifying new ways to improve the customer experience

These are the essential requirements you need to be successful in this role:

• 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

It would also be nice for you to have:

• 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

You will require the right to work in the UK (please see details below)

This is a full-time permanent branch-based role, working 35 hours across Monday to Saturday between 8:00am - 6:00pm.

The role is based in our Hartlepool Branch.

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:

• 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, 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 a range of digital health services, including GP.
• Free access to wellbeing apps and up to three weekly online classes.
• 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.
• Support your favourite causes through charitable giving and our community partnerships.
• Share in Santander's success by saving or investing in our share plans.
• 24/7 access to an online employee discount platform including retailers, entertainment, eating out, travel and more.
• As a Santander UK employee, you can 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.