Customer Experience Advisor | S1 | Retail Banking | Tunbridge Wells | in Royal Tunbridge Wells

Santander is looking for a Customer Experience Advisor based out of Tunbridge Wells Branch, working a minimum of 260 hours per year/5 hours per week, on a rota'd basis Monday to Saturday, between 8am & 6pm. This role is known as a Lifestyle 260 role. The Lifestyle contract recognises that flexible working is a lifestyle choice for many people who can't or don't want to commit to being a full or part-time CSA/CEA on fixed hours. This contract allows talented and experienced individuals to work flexibly across branches, delivering for customers when their support is most needed, often at key times.

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.

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

Requirements:

• 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)

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

Salary: £25,950.00 - 32,779.00 GBP per annum (pro‑rated) depending on experience. Annual salary is based on a standard 35‑hour working week. Actual salary offered will depend on skills, experience, qualifications and location.

Benefits:

• £500 annual cash allowance to spend on our great range of benefits.
• 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.
• 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.

Equal Opportunity: At Santander, we’re proud to be an inclusive organization 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.