Customer Experience Manager jobs in United Kingdom

Country: United Kingdom

IT STARTS HERE

Santander 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 help more people and businesses prosper. We embrace a strong risk culture and expect all our professionals 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.

Santander is looking for a Customer Experience Advisor based out of Cardiff Queen Street Branch working 35 hours per week on a rotating basis Monday to Saturday between 8am & 6pm.

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.

Whats 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 to 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.

We’re shaping the way we work through innovation, cutting‑edge technology, collaboration and the freedom to explore new ideas. To succeed in this role you will be responsible for:

• 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

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.

• Proven ability to deliver outstanding customer service either from a face‑to‑face or a telephony background (Required)
• The ability to communicate effectively with customers to truly understand their needs (Required)
• A real desire to go above‑and‑beyond for customers (Preferred)
• Effective team working skills with a flexible can‑do approach to work (Preferred)
• Openness to a broad range of activities even if outside standard expectations (Preferred)
• Ability to grow, adapt and change accommodating business needs and priorities (Preferred)

• Change Management
• FMCG Sales
• Business Objects
• Claims Investigation
• ERP
• ACCA

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.

Starting salary of 24000 plus a 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 5 yrs 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. Well 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 shareplans.

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.

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.

When applying please consider the travel distance, time and cost to your chosen Branch location.

Every individual must have the right to work in the UK to commence employment with Santander either by way of nationality, visa or work permit. If you do require a working visa/permit this will not influence our decision on whether to progress your application. However if you do not have a right to work or an application for a working visa/permit is unsuccessful Santander will not proceed with your application and will withdraw any conditional offer previously made.

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 that are required to pay in connection with visa may be liable for your own personal employee immigration and relocation costs.

If this sounds like a role you are interested in then please apply.

If there’s anything we can do in the recruitment process to help you achieve your best get in touch. Whether it’s a copy of our application form in another format or additional assistance we’re available through email. You can contact us at

Employment Type: Full‑Time

Experience: years

Vacancy: 1