Customer Experience Advisor | S1 | Retail Banking | Liverpool LS Branch

Join to apply for the Customer Experience Advisor role at Santander UK. 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 help more people and businesses prosper. We embrace a strong risk culture and expect all professionals 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.

THE DIFFERENCE YOU MAKE

Santander is looking for a Customer Experience Advisor based out of Liverpool LS Branch, working 35 hours per week, on a rota’d basis Monday to Saturday, between 8am & 6pm. 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 work flexibly, undertaking a broad range of activities and not limiting your focus to 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.

Key Responsibilities

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

What You’ll Bring

• Proven ability to deliver outstanding customer service from a face‑to‑face or 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)

Benefits

• Starting salary of £24,000 plus a £500 annual cash allowance to spend on our great range of benefits.
• 25 days’ holiday plus bank holidays, increases to 26 days after 5 years of service, with the option to purchase up to 5 contractual days per year.
• Voluntary healthcare benefits at discounted rates: medical insurance, dental insurance, and health assessments.
• Pension: 8% of salary automatically contributed; up to 12.5% if you contribute as well.
• Protection for you and your family, including company-funded death-in-service benefit and income protection insurance, with discount options for life assurance and critical illness cover.
• Share plans.
• Access to staff products with no fees and many discounts.
• Competitive rewards that reflect real impact and value you bring.
• Wellbeing supports: apps, discounted gym access, online classes, flexible healthcare and mental health support.
• Enhanced family leave, childcare options, tailored wellbeing support.
• Volunteering opportunities to give back to communities.
• Global growth opportunities.

Local Compliance

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 an accessible, fair and welcoming recruitment experience for all candidates.

Right to work in the UK

Every individual must have the right to work in the UK to commence employment with Santander either by way of nationality, visa or work permit. If you do require a working visa / permit this will not influence our decision on whether to progress your application. However, if you do not have a right to work, or an application for a working visa / permit is unsuccessful, Santander will not proceed with your application and will withdraw any conditional offer previously made.

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.

What To Do Next

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.