Business Banking Telephony Consultant | S1 | Business Banking Direct | Glasgow

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 contribute to help more people and businesses prosper. We embrace a strong risk culture and all our professionals at all levels are expected 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. We are always looking to help customers and their businesses prosper.

Santander Business Banking Direct is looking for a Business Banking Telephony Consultant based out of Glasgow, St Vincents Street offices. As a Business Banking Telephony Consultant, you will be providing our customers with an experience which is second to none. You will be there for our customers in the moments that matter – enabling customers and communities to maximise the opportunities available from award winning financial and non-financial support available through Santander. You’ll be a great listener and love connecting with people.

You will be based in Glasgow Contact Centre and will have the flexibility of Hybrid working. Along with representing Santander to our customers, you’ll have a voice within the organisation too. As the first point of contact, you’ll get to know our customers better than anyone else. So, if you have an idea about how we can improve their experience or better ways of working, we’re all ears.

This is a full time role at 35 hours per week. There will be multiple permanent and FTC roles available. You’ll work five seven-hour rotational shifts, between 08:00 to 18:00 Mon to Fri. This role is within our Business Banking Contact Centre. You’ll be working in the vibrant centre of Glasgow within walking distance from both main train stations and bus station. With an onsite restaurant, Santander Branch, main shops, and childcare and gym options nearby, there’s something for everyone.

We’re happy to discuss specific working patterns and arrangement within this hybrid approach during the recruitment process.

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:

• Providing an excellent customer experience, helping businesses to prosper.
• Actively collaborating with the wider Business Banking Direct team and other teams across the bank to continually develop and improve the service we provide to our customers.
• Working to grow customer loyalty from existing customers and grow market share by developing new customer relationships including third party referrals.
• Helping to keep our customers and the bank safe.

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.

Professional Experience

• Exceptional listening and communication skills with excellent attention to detail and accuracy. (Required)
• Experience of working within a customer services role, previous telephony experience not essential.

Hard Skills

• High quality verbal and written communication skills (Required)
• Excellent teamwork with a high level of motivation (Required)

Soft Skills

• Confident and skilled in identifying opportunities (Preferred)
• Demonstratable ownership for the customer experience across all channels including digital and online (Preferred)
• Ability to follow process but also think on your feet (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.

• Starting salary of £25,158 - £27,953
• £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.
• 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.
• Share in Santander’s success by saving or investing in our share plans.
• 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.

To make this possible, our roles are site-based with a hybrid working pattern, where colleagues are expected to attend the office at least 12 days per month (pro-rata for part-time roles). When applying, please consider the travel distance, time and cost to your chosen office location. 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 sponsorship. You may be liable for your own personal employee immigration and relocation costs.

All candidates must have the right to work in the UK to commence employment.