Digital Banking Support Specialist | Customer Experience

Banco Santander SA; Norwich; Hybrid; GBP 23,000 - 28,000; Full time

Benefits offered by this job

Flexible benefits £500

25 days holiday

8% pension

Staff banking discounts

Job summary

Santander UK, based in Norwich, is seeking a Customer Service Consultant for a 12-month FTC at our TSB Norwich branch. You will support personal banking customers across face-to-face, phone and video channels, guiding digital banking usage and delivering a personalised, human service that builds trust and loyalty.

The role emphasises multi-channel service, proactive problem solving, and collaboration with colleagues to ensure a consistent, high-quality 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

• Support customers across face-to-face, telephone and video channels.
• Help customers use digital banking tools (mobile/online).
• Understand needs and identify suitable products/services.
• Resolve queries with clear, practical solutions.
• Build lasting relationships through personalised service.
• Encourage digital self-service adoption in-branch.
• Collaborate with colleagues to ensure high-quality service.
• Identify opportunities to improve customer support.

Skills

Customer service

Multi-channel support

Financial products

Team collaboration

Job description

Santander UK, based in Norwich, is seeking a Customer Service Consultant for a 12-month FTC at our TSB Norwich branch. You will support personal banking customers across face-to-face, phone and video channels, guiding digital banking usage and delivering a personalised, human service that builds trust and loyalty.

The role emphasises multi-channel service, proactive problem solving, and collaboration with colleagues to ensure a consistent, high-quality customer experience.