Customer Experience Consultant | S1 | Work Café | Oxford City Work Café

Santander Bank; Oxford; On-site; GBP 24,000 - 28,000; Full time

Job summary

A leading financial institution in Oxford is seeking a Customer Experience Advisor to provide outstanding service to customers. Responsibilities include assisting with transactions, answering queries, and building customer relationships. Ideal candidates will have strong communication skills and a flexible approach to work. The role includes a starting salary of £24,000 and various benefits, including healthcare and pension contributions.

Benefits

£500 annual cash allowance

25 days holiday plus bank holidays

Voluntary healthcare benefits

Pension contributions up to 12.5%

Death-in-service benefit

Qualifications

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

Skills

Customer service excellence

Effective communication

Teamwork

Flexibility

Job description

Santander is looking for a Customer Experience Advisor based out of Oxford City Work Café, 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.

Life in a branch can be busy, varied and challenging, so we’re a close‑knit team. You’ll be flexible in your approach and comfortable 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.

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
• Answer customer calls into our contact centre
• Build relationships and find solutions
• Develop your knowledge of services and products to help our customers
• Identify new ways to improve the customer experience

Key attributes you will bring

• Proven ability to deliver outstanding customer service either 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 accommodating business needs and priorities (Preferred)

Benefits and compensation

• 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 5yrs service, with the option to purchase up to 5 contractual days per year
• Voluntary healthcare benefits at discounted rates. Including medical, dental and health assessments
• We put 8% of salary into your pension, even if you don’t contribute yourself. We’ll pay 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
• Share in Santander’s success by saving or investing in our share plans.

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