Customer Experience Advisor | S1 | Retail Banking | Edinburgh

Customer Experience Advisor – S1 – Retail Banking

Location: Edinburgh, Scotland, UK

Employment type: Part‑time (21 hours per week, Monday‑Saturday rotations, 08:00‑18:00)

• Role: Customer Experience Advisor at Santander Branch in Edinburgh. Act as the first point of contact for customers in‑branch or on the phone, and provide a mix of transactional, advisory and protection services.

Responsibilities

• Act as first point of contact for customers in branch or over the phone
• Assist with day‑to‑day transaction queries and servicing
• Answer customer calls into the contact centre
• Build relationships and find solutions for customers
• Develop knowledge of services and products to better assist customers
• Identify new ways to improve the customer experience

Qualifications & Experience

• Proven ability to deliver outstanding customer service (face‑to‑face or telephony) – Required
• Effective communication skills to truly understand customer needs – Required
• A desire to go above and beyond for customers – Preferred
• Team‑working skills with a flexible, can‑do approach – Preferred
• Openness to a broad range of activities beyond standard expectations – Preferred
• Ability to adapt and grow with changing business needs – Preferred

Benefits

• Starting salary of £24,000 + £500 annual cash allowance
• 25 days holiday + bank holidays (increases to 26 days after 5 years)
• Voluntary healthcare benefits (medical, dental, health assessments)
• Pension: 8 % of salary free contribution, up to 12.5 % if contributed by employee, with cash option
• Protection: company‑funded death‑in‑service and income protection insurance; optional discounted life assurance and critical illness cover
• Share plan participation
• Employee product privileges (no‑fee accounts, credit cards, discounts)
• Competitive rewards and wellbeing programmes (access to apps, gym, mental health support)
• Family leave, childcare options and tailored wellbeing support
• Volunteering opportunities and global growth within Santander network

Compliance & Equality

We are an inclusive organisation offering equal opportunities regardless of age, gender, disability, civil status, race, religion or sexual orientation.

All candidates will experience a fair, accessible and welcoming recruitment process.

Right to Work in the UK

Applicants must have the right to work in the UK (or obtain a visa/permit). Those without a valid right to work or with an unsuccessful visa application will not be considered.

Apply Now

If this role interests you, please apply. For alternative application formats or assistance, contact the Santander recruitment team.