Personal Banking Expert: Digital & Multi-Channel Support

Santander; City of Edinburgh; On-site; GBP 21,000 - 27,000; Full time

Job summary

Santander in the United Kingdom is seeking a customer‑focused specialist to help personal banking customers feel confident and in control of their finances, with emphasis on digital banking and a personalised human experience across face‑to‑face, telephone and video channels.

You will understand customer needs, promote digital self‑service, and work with colleagues to deliver a high‑quality, consistent customer experience that builds trust and loyalty across multiple touchpoints.

Responsibilities

• 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

Job description

Santander in the United Kingdom is seeking a customer‑focused specialist to help personal banking customers feel confident and in control of their finances, with emphasis on digital banking and a personalised human experience across face‑to‑face, telephone and video channels.

You will understand customer needs, promote digital self‑service, and work with colleagues to deliver a high‑quality, consistent customer experience that builds trust and loyalty across multiple touchpoints.