Digital Banking Advisor - Customer Experience & Support

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

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.