At a Glance
- Tasks: Lead and inspire a team to deliver exceptional customer service and drive commercial success.
- Company: Join Santander, a tech-driven organisation focused on customer-centric transformation.
- Benefits: Competitive salary, wellbeing support, global growth opportunities, and flexible working.
- Other info: Dynamic environment with opportunities for personal and professional growth.
- Why this job: Make a real impact by enhancing customer experiences and developing your leadership skills.
- Qualifications: Proven experience in customer service and team leadership required.
The predicted salary is between 31500 - 38500 £ per year.
Country: United Kingdom
IT STARTS HERE
Santander (www.santander.com) 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 robust 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. In the role of Customer Service Manager, you will be responsible for guiding, inspiring and evaluating performance of your team to deliver exceptional service and commercial outcomes to our customers. Your role as a significant contributor involves overseeing and executing products, processes, services and controls within your business area, aligning with company goals. You will consistently assess and propose solutions to enhance efficiency and foster innovation.
THE DIFFERENCE YOU MAKE
- Inspiring and leading the team to deliver exceptional service and customer outcomes, achieving OKR’s.
- Inspiring your teams to support customers with their commercial banking needs through high-quality customer interactions.
- Driving a culture of proactive customer engagement, identifying opportunities to support customers through Santander's range of products and digital services.
- Act as the voice of the customer, identifying trends, customer pain points and opportunities to improve processes, raising recommendations with key stakeholders.
Santander Direct is looking for a Customer Service Manager based out of Belfast. 12 Month - FTC
As a Customer Service Manager within Santander Direct, you will be part of the wider Branch Network leadership team, with responsibility for leading and developing teams across both Belfast and Leicester. You will play a key role in delivering exceptional customer experiences, driving colleague engagement, and ensuring the successful delivery of operational and commercial objectives.
The teams you lead will support customers through a range of telephone-based banking services, including current accounts, savings, loans, and credit card applications. You will be responsible for creating a high-performing environment where colleagues are empowered to provide outstanding customer service while identifying opportunities to support customers with products and services that meet their individual needs.
Working closely with key stakeholders, you will champion continuous improvement and foster a culture that balances customer outcomes, colleague development, and business performance. Through effective coaching and leadership, you will develop Team Leaders and colleagues to achieve their full potential, creating a positive and engaging experience for both customers and employees.
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:
- Developing Team Leaders and colleagues through effective coaching, feedback and performance management, creating a high-performing and engaged team.
- Ensuring effective resource planning and management cover to support customer demand and maintain service standards.
- Delivering continuous improvements in customer experience, using customer feedback, performance data and conduct risk metrics to drive positive change.
- Fostering a one-team culture, promoting collaboration, inclusion and colleague wellbeing.
- Championing fair customer outcomes, ensuring all customer interactions meet regulatory, risk and conduct requirements.
- Leading the team to achieve key customer service, quality, productivity and commercial performance measures.
WHAT YOU’LL BRING
Our people are our greatest strength. Every individual contributes unique perspectives that make us greater 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.
- Experienced people leader with proven ability to lead, motivate and develop large teams (required)
- Proven customer service experience to deliver a service that is second to none (required)
- Excellent interpersonal skills to successfully build relationships within a broad range of stakeholders (required)
- Proactive in planning and leading activities that deliver high performance (required)
- Ability to drive change in a constantly evolving environment (required)
You will require the right to work in the UK.
WE VALUE YOUR IMPACT
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.
Salary Range: £50,923.00 - £76,385.00 per annum (depending on experience). This salary range represents the expected remuneration for the role. Annual salary is based on a standard 35-hour working week. Actual salary offered will depend on skills, experience, qualifications and location.
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.
Ready to be recognised? It starts with you.
LOCAL COMPLIANCE
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(s). 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.
(Only applicable for roles that are eligible for sponsorship)
WHAT TO DO NEXT
If this sounds like a role you are interested in, then please apply. For further Guidance please visit Internal Mobility - Candidate Guidance. If you want to know more about the opportunity: Please contact: Wayne Blakemore - Wayne.Blakemore@santander.co.uk
Customer Service Manager (12 month secondment) | S3 | Santander Direct | Belfast | Internal Mobility employer: Santander UK
Santander UK is an excellent employer, offering a vibrant work culture that fosters innovation and collaboration within the financial services sector. Employees benefit from a competitive salary, generous holiday allowance, and comprehensive health coverage, alongside opportunities for professional growth in a supportive environment. Working in this dynamic location not only enhances career prospects but also allows for meaningful contributions to risk management in technology and operations.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager (12 month secondment) | S3 | Santander Direct | Belfast | Internal Mobility
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Santander UK.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Santander UK. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Service Manager (12 month secondment) | S3 | Santander Direct | Belfast | Internal Mobility
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Santander UK.
How to prepare for a job interview at Santander UK
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Santander UK's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Santander UK offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
