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

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

Job summary

A leading financial services company is seeking a Customer Experience Advisor for the Hornchurch branch. This role involves being the first point of contact for customers, assisting with transactions and queries, and developing relationships. Ideal candidates will have outstanding customer service skills and effective communication abilities. Benefits include a competitive salary package, holiday allowances, and access to various discounts. The role requires flexibility in working hours from Monday to Saturday.

Benefits

Competitive salary package

Days holiday plus bank holidays

Voluntary healthcare benefits

Pension contributions

Discounted products and services

Wellbeing support

Global growth opportunities

Qualifications

• Proven ability to deliver outstanding customer service from a face-to-face or telephony background.
• The ability to communicate effectively with customers to truly understand their needs.
• A 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 transactions, queries and servicing.
• Build relationships and find solutions for customers.

Skills

Outstanding customer service

Effective communication

Team working skills

Job description

Customer Experience Advisor – Hornchurch Branch

Customer Experience Advisor | S | Retail & Business Banking | Customer Interactions | Hornchurch 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.

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 help more people and businesses prosper. We embrace a strong risk culture and expect all our professionals at all levels 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.

THE DIFFERENCE YOU MAKE

Santander is looking for a Customer Experience Advisor based out of Hornchurch branch, working hours per week on a rota’d basis Monday to Saturday between am & pm.

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 with a simple cash transaction, aiding technology in the banking hall, transacting over the phone or protecting customers against fraud and scams, you’ll never know what the next challenge will be.

Life in a branch can be busy, varied and challenging, so we’re a close‑knit team. You’ll be totally flexible and comfortable undertaking a broad range of activities, thriving on variety and taking satisfaction in operating in a multi‑skilled environment. You’re the eyes and ears of our business after all.

What you will be responsible for:

• 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)

• Proven ability to deliver outstanding customer service from a face‑to‑face or 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 to accommodate business needs and priorities (Preferred)

We value your impact – Benefits

• Starting salary of £ (include salary where authorised) plus £ annual cash allowance to spend on our great range of benefits.
• Days’ holiday plus bank holidays, increasing to days after years of service, with the option to purchase up to contractual days per year.
• Voluntary healthcare benefits at discounted rates – including medical insurance, dental insurance, and health assessments.
• We put % of salary into your pension, even if you don’t contribute. We’ll pay in up to .% of salary, if you contribute as well.
• 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.
• Share in Santander’s success by saving or investing in our shareplans.
• As a Santander UK employee, you are able to request staff versions of our products like Edge Current Accounts and Credit Cards with no fees, plus access to many other deals and discounts.
• Competitive rewards that reflect your real impact and the value you bring.
• Wellbeing support beyond work – access to wellbeing partners across physical, mental, social and financial pillars, 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 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.

Local compliance and EEO

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.

When applying, please consider the travel distance, time and cost to your chosen Branch location.

Right to work in the UK

Every individual must have the right to work in the UK to commence employment with Santander, either by nationality, visa or work permit. If you need a visa or work permit, this will not influence our decision. However, if you do not have a right to work, or a visa application is unsuccessful, Santander will not proceed with your application and will withdraw any conditional offer.

We welcome applications on the understanding that, should you be offered this role, there may be no relocation package available. Santander will pay the mandatory government fees required for visa sponsorship. You may be liable for your own personal employee immigration and relocation costs.

What to do next

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