Customer Insurance Specialist | S1 | Retail & Business Banking - Glasgow SVS

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 strong risk culture and all our professionals at all levels are expected to take a proactive and responsible approach toward risk management.

Insurance Direct is looking for a Customer Insurance Specialist to join our team based at our Glasgow Head Office. This is an exciting opportunity to join a centre of excellence within the bank, supporting customers with their Home and Life Insurance options. As a Customer Insurance Specialist, you’ll focus on delivering excellent customer service while helping customers understand their insurance options in a non‑advised environment. You’ll build strong relationships through quality conversations, putting Santander customers at the heart of everything you do, while identifying appropriate opportunities to protect what matters most to them. You’ll work within a regulated framework, with full training provided, ensuring you feel confident in our products, processes and regulatory requirements. Ongoing coaching support and development will help you build and maintain your knowledge, grow your capability and develop your career. Working as part of a supportive and collaborative team, we’ll help you reach your full potential, broaden your skills, and deliver the high standard of service we’re proud of.

To succeed in this role, you will be responsible for:

• Engaging customers in clear, balanced conversations to understand their insurance needs and present appropriate products and services in a non‑advised environment
• Delivering an excellent customer experience through a combination of inbound calls and planned follow‑up appointments
• Taking ownership of your personal development, building product knowledge and confidence within a regulatory framework
• Working within policies, guidelines and regulatory requirements, always ensuring good customer outcomes
• Explaining complex information in a clear, simple and customer‑centric way, enabling customers to make informed decisions

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.

Hard Skills

• Experience of working in a customer‑focused and customer‑driven environment (Required)
• Good working knowledge of Microsoft applications (e.g. Excel, Outlook, Word, Teams) (Required)
• The right to work in the UK (Required)
• Previous experience within Insurance products and services (Preferred)
• Experience following verbatim scripts and the ability to take direction within a regulated environment (Preferred)

Soft Skills

• Strong active listening skills, with the ability to respond with empathy and understanding (Required)
• Clear and confident verbal communication skills (Required)
• Ability to adapt your communication style to meet the needs of different customers (Required)
• Experience supporting customers in vulnerable situations or the ability to recognise vulnerability and respond appropriately (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 role offers a salary range of £24,992 to £28,726, depending on experience. In addition, you’ll receive a £500 annual cash allowance to spend across our great range of benefits. You may also be eligible for a discretionary performance‑related bonus scheme. Final salary and reward details will be confirmed following a successful application and interview process.

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 shareplans. 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). The role is 35 hours per week, working across Monday to Friday between 8am and 6pm, and Saturday 9am to 4pm (with a requirement to work 1 in 3 Saturdays). The initial training period will be three weeks, full time and on site, running Monday to Friday, 9am to 5pm.

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. Whether it’s a copy of our application form in another format or additional assistance, we’re available through email. You can contact us at resourcing@santander.co.uk.