GBR Customer Experience Advisor | Retail & Business Banking | S1 | Cheltenham

Santander Group; Gloucester; On-site; GBP 24,000 - 28,000; Full time

Job summary

A major banking institution in Gloucester is looking for a customer service representative for a full-time, branch-based role. The candidate will assist customers with transactions and queries, build relationships, and deliver excellent service. Requirements include outstanding communication skills and a proven customer service background. The role offers a starting salary of £24,000 plus benefits, including flexible holiday options and healthcare.

Benefits

Starting salary of £24,000

25 days' holiday plus bank holidays

Discretionary performance-related annual bonus

Voluntary healthcare benefits

Access to wellbeing apps

Company-funded death-in-service benefit

Qualifications

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

Responsibilities

• Acting as the first point of contact for customers in branch or over the phone.
• Assisting with day-to-day transactions, queries, and servicing.
• Answering customer calls into our contact centre.
• Building relationships and finding solutions.
• Identifying new ways to improve the customer experience.

Skills

Outstanding customer service

Effective communication

Teamwork skills

Job description

Overview

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. The difference you'll make:

• Acting as the first point of contact for customers in branch or over the phone
• Assisting with day-to-day transactions, queries and servicing
• Answering customer calls into our contact centre
• Building relationships and finding solutions
• Developing your knowledge of services and products to help our customers
• Identifying new ways to improve the customer experience

Responsibilities

• Acting as the first point of contact for customers in branch or over the phone
• Assisting with day-to-day transactions, queries and servicing
• Answering customer calls into our contact centre
• Building relationships and finding solutions
• Developing your knowledge of services and products to help our customers
• Identifying new ways to improve the customer experience

Essential requirements

• Proven ability to deliver outstanding customer service either from a face to face or a telephony background
• The ability to communicate effectively with customers to truly understand their needs

Nice to have

• A real desire to go above-and-beyond for customers
• Effective team working skills with a flexible, can-do approach to work
• Openness to a broad range of activities even if outside of standard expectations
• Ability to grow, adapt and change accommodating business needs and priorities
• You will require the right to work in the UK

Role details

This is a full-time permanent branch-based role, working 35 hours across Monday to Saturday across the hours of 8:00am - 6:00pm. The role is based in our Cheltenham branch.

Inclusion and rewards

Inclusion: At Santander we're creating a thriving workplace where all colleagues feel they belong and are supported to succeed. We celebrate diversity and attract, retain and develop the most talented people through living our values of Simple, Personal, and Fair. How we'll reward you: As well as a salary, we offer a wide range of benefits that you can choose from and tailor to your needs.

• 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.
• Eligible for a discretionary performance-related annual bonus.
• Voluntary healthcare benefits at discounted rates, including medical insurance, dental insurance, and health assessments.
• Free access to a range of digital health services, including GP.
• Free access to wellbeing apps and up to three weekly online classes.
• We contribute 8% of salary to pension (with potential to contribute more and to take some contribution in cash).
• Company-funded death-in-service benefit, income protection, and discounted life assurance/critical illness options.
• Option to support charitable giving and community partnerships.
• Share in Santander's success through savings or investment plans.
• 24/7 access to an online employee discount platform.
• Staff versions of Santander products and access to deals and discounts.

We welcome applications on the understanding that, should you be offered this role, there may be no relocation package available. Santander will pay the employer mandatory government fees required for visa sponsorship. You may be liable for your own personal employee immigration and relocation costs.