Customer Service Consultant | S1 | Branch Banking | Falkirk | 12 Month FTC

Santander UK plc.; Falkirk; On-site; GBP 23,000 - 28,000; Full time

Benefits offered by this job

25 days’ holiday

Bank holidays

£500 flexible benefit allowance

Discretionary bonus (8%)

Employer pension contributions (8%)

Staff banking products access

Healthcare discounts

Wellbeing and employee support

Job summary

Santander UK plc. is seeking a Customer Service Consultant for the TSB Falkirk branch. You will assist personal banking customers, guiding them through digital channels while delivering a personalised, human touch to build trust and loyalty.

Role involves helping customers with face-to-face, phone and video banking, expanding digital adoption, and collaborating with colleagues to ensure high quality service. Hybrid work follows onsite training, with regular office attendance expected.

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

• Support customers face-to-face, over the phone, and via video to meet banking needs.
• Help customers use digital banking (mobile and online).
• Identify the best products and services for each customer.
• Resolve queries quickly with clear, practical solutions.
• Build lasting relationships through personalised service and engagement.
• Encourage digital self-service using in-branch tech and devices.
• Collaborate with colleagues to ensure a high-quality customer experience.
• Proactively spot opportunities to improve service delivery.

Skills

Customer service

Financial products

Teamwork

Job description

IT STARTS HERE

Santander (www.santander.com) is evolving from

Country: United Kingdom

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 strong 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.

Working for Santander at one of our TSB Branch locations, you’ll help customers make the most of their money, so that they can feel money confident every day.

When they feel more confident with their money, they can get more out of life. And put simply, that is what it’s all about.

THE DIFFERENCE YOU MAKE

Branch Banking are looking for a Customer Service Consultant, based in TSB Falkirk branch.

In this role, you’ll play a key part in helping customers feel confident, capable and in control of their finances. You’ll support personal banking customers to make the most of digital banking, while delivering a personalised, human experience that builds long-term trust and loyalty.

We’re shaping the way we work through innovation, collaboration and the use of digital tools to make banking simpler for our customers. To succeed in this role, you will be responsible for:

• 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

What You’ll Bring

Our people are our greatest strength. Every individual contributes unique perspectives that make us stronger 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.

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

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.

The starting salary is £25,000 together with a £500 flexible benefit allowance and the opportunity to earn a discretionary performance-related bonus of 8% of salary.

• £500 annual cash allowance to spend on our great range of benefits. *Include salary where authorised
• 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 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.
• As a Santander UK employee, you are able to request staff versions of our products like our Edge Current Accounts and Credit Cards with no fees, as well as apply to many other deals and discounts in Santander products and services
• 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.

Ready to be recognised? It starts with you.

LOCAL COMPLIANCE

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.

To make this possible, our roles are site-based with a hybrid working pattern following the completion of onsite training. Once full-time on-site training has been completed, colleagues are then expected to attend the office at least 12 days per month.

When applying, please consider the travel distance, time and cost to your chosen office location(s).

Right to work in the UK

• All candidates must have the right to work in the UK to commence employment with Santander.

What To Do Next

You can contact us at [e-mail].