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

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

Job summary

A leading financial institution is seeking a Customer Experience Advisor for the Hornchurch branch. You will be responsible for providing excellent customer service, assisting with transactions, and identifying solutions. The role requires strong communication skills and a commitment to delivering a great customer experience. Benefits include a starting salary of £26,161, various wellbeing initiatives, and generous holiday allowances. Join a team dedicated to supporting customers and contributing to community initiatives.

Benefits

Competitive rewards

Wellbeing support

Global growth opportunities

25 days holiday plus bank holidays

Voluntary healthcare benefits

Pension contributions

Company-funded protection benefits

Qualifications

• Proven ability to deliver outstanding customer service either from a face-to-face or a telephony background.
• Ability to communicate effectively with customers to truly understand their needs.
• A desire to go above-and-beyond for customers.

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.
• Building relationships and finding solutions.

Skills

Outstanding customer service

Effective communication

Team working skills

Flexibility and adaptability

Job description

Santander is looking for a Customer Experience Advisor based out of Hornchurch branch, working 35 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.

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

Qualities

• Proven ability to deliver outstanding customer service either from a face to face or a telephony background (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 accommodating business needs and priorities (Preferred)

Benefits

• Competitive rewards that reflect the real impact you make and the value you bring.
• Wellbeing that goes beyond work – we work with a range of wellbeing partners across our 4 pillars of wellbeing (physical, mental, social and financial) to give you access to a suite of apps, discounted gym and fitness access, weekly online classes, flexible healthcare and mental health support.
• Support for every life stage – from menopause and pregnancy to parenthood and beyond, 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 our great range of benefits.
• 25 days holiday plus bank holidays, increasing to 26 days after 5 years service, with the option to purchase up to 5 contractual days per year.
• Voluntary healthcare benefits at discounted rates, including medical insurance, dental insurance and health assessments.
• 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, with the option to take advantage of discounted rates for additional life assurance and critical illness cover.
• Share in Santander’s success by saving or investing in our share plans.

Legal and EEO 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’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.

We recognise the difference you make every day, and we make sure you feel valued, supported and rewarded in return.