Customer Experience Banker – Digital & Branch (Telford)

Santander; Telford; On-site; GBP 26,000 - 29,000; Full time

Benefits offered by this job

£500 flexible benefits allowance

Discretionary bonus (8% of salary)

25 days holiday plus bank holidays

Pension contribution

Job summary

Santander is expanding its Branch Banking team in Telford. The Customer Service Consultant will help customers get the most from digital tools while delivering a personalised, human service that builds trust and loyalty. The role focuses on face-to-face, phone and video support to meet everyday banking needs.

You will guide customers through digital banking adoption, understand their needs, and promote suitable products and services, contributing to a positive, consistent customer experience.

Qualifications

• Experience delivering excellent customer service across multiple channels.
• Experience supporting customers with financial products or services.
• Experience working in a collaborative team environment.

Responsibilities

• Supporting customers across face-to-face, telephone and video channels to meet their banking needs.
• Helping customers build confidence in using digital banking services, including mobile and online platforms.
• Understanding customer needs and proactively identifying the most suitable products and services.
• Resolving customer queries efficiently and providing clear, practical solutions.
• Building strong, lasting relationships through personalised service and regular engagement.
• Encouraging digital self-service adoption using customer devices and in-branch technology.
• Collaborating with colleagues to deliver a consistent and high-quality customer experience.
• Identifying opportunities to improve how we support customers and enhance service delivery.

Skills

Customer service

Financial products

Teamwork

Job description

Santander is expanding its Branch Banking team in Telford. The Customer Service Consultant will help customers get the most from digital tools while delivering a personalised, human service that builds trust and loyalty. The role focuses on face-to-face, phone and video support to meet everyday banking needs.

You will guide customers through digital banking adoption, understand their needs, and promote suitable products and services, contributing to a positive, consistent customer experience.