Customer Experience Consultant - S1 - Retail Banking - Cardiff

Banco Santander (Brasil); Cardiff; On-site; GBP 23,000 - 28,000; Full time

Benefits offered by this job

Flexible benefit allowance

Holiday entitlement (25-26 days)

Discretionary bonus (8%)

Pension contributions

Job summary

Santander in Cardiff is seeking a Customer Experience Consultant to welcome customers, listen to needs, and guide them through transactions and digital services. The role covers in-branch service, calls to the contact centre, and building relationships, requiring flexibility across a 35-hour week on a rota from 8am to 6pm, Monday to Saturday.

The package starts at £25,158 plus a £500 benefit allowance and an opportunity to earn an 8% discretionary bonus; additional holiday and pension options

Qualifications

• Listening to, understanding and anticipating customers' financial needs.
• Presenting options across products with emphasis on digital first.
• Answering customer calls into our contact centre.
• Developing meaningful relationships with customers and colleagues.
• Maintaining a simple banking experience for customers and colleagues.

Responsibilities

• Listen to, understand and anticipate customers' financial needs.
• Present options and solutions across a range of products with a digital-first focus.
• Answer customer calls in the contact centre.
• Develop relationships with customers and support day-to-day and long-term needs.
• Help keep the bank simple for customers and colleagues.

Skills

Listening to customers

Digital first approach

Call centre handling

Building relationships

Flexible, can-do attitude

Job description

Customer Experience Consultant | S1 | Retail Banking | Cardiff

Country: United Kingdom

IT STARTS HERE

Santander ( www.santander.com ) 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 contribute to help more people and businesses prosper . We embrace a robust risk culture and all our professionals at all levels are expected 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 Consultant based out of Cardiff Queen Street 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.

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.

We're shaping the way we work through innovation, cutting-edge technology, collaboration and the freedom to explore new ideas. To succeed in this role, you will be responsible for:

• Listening to, understanding and anticipating customers financial needs
• Presenting options and solutions across a range of products and services with a primary focus on digital first
• Answering customer calls into our contact centre
• Developing meaningful relationships with customers, and working with colleagues to look after their day-to-day and long-term needs
• Helping us be a bank that's simple for colleagues and customers to deal with

WHAT YOU'LL BRING

Our people are our greatest strength. Every individual contributes unique perspectives that make us greater as a team and as an organisation. We're enabling teams to go beyond by valuing who they are and empowering what they bring.

The following requirements represent the knowledge, skills, and abilities essential for success in this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Professional Experience

• Listening to, understanding and anticipating customers financial needs (Required)
• Presenting options and solutions across a range of products and services with a primary focus on digital first (Required)
• Answering customer calls into our contact centre (Required)
• Developing meaningful relationships with customers, and working with colleagues to look after their day-to-day and long-term needs (Required)
• Helping us be a bank that's simple for colleagues and customers to deal with (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 business expectations (Preferred)
• Ability to grow, adapt and change accommodating business needs and priorities (Preferred)

WE VALUE YOUR IMPACT

At Santander, your contribution matters. We recognise the difference you make every day, and we make sure you feel valued, supported and rewarded in return.

Here, recognition goes beyond pay. It's about the pride you feel in your work, the impact you have on customers and communities, and the opportunities you have to grow and thrive - personally and professionally.

Salary Range:

• The starting salary is £25,158.00 together with a £500 flexible benefit allowance and the opportunity to earn a discretionary performance-related bonus of 8% of salary.
• 25 days' holiday plus bank holidays, which increases to 26 days after 5yrs 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 som