Customer Experience Advisor | S1 | Retail Banking | Barry & Caerphilly Twin Location Branch

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 role is a 12 month Fixed Term Contract based out of both Barry & Caerphilly branches, working 17.5 hours per week, on a rota’d basis Monday to Saturday, between 8am & 6pm. This is a Twinned site, which means that one site is open Monday, Wednesday & Friday and the other Tuesday, Thursday & Saturday. You will be required to travel to both locations.

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.

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. The following requirements represent the knowledge, skills, and abilities essential for success in this role:

• 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 of standard expectations (Preferred)
• Ability to grow, adapt and change accommodating business needs and priorities (Preferred)

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.

The starting salary is £25,000 (pro-rated) together with a £500 flexible benefit allowance and the opportunity to earn a discretionary performance-related bonus of 8% of salary. 25 days’ holiday plus bank holidays, which increases to 26 days after 5 years 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. We’ll 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.

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.

When applying, please consider the travel distance, time and cost to your chosen Branch location. All candidates must have the right to work in the UK to commence employment with Santander.

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.