At a Glance
- Tasks: Support customers and enhance their experience while coaching new team members.
- Company: Join Santander, a tech-driven organisation focused on customer-centric transformation.
- Benefits: Competitive salary, flexible benefits, wellbeing support, and global growth opportunities.
- Other info: Dynamic work environment with opportunities for personal and professional growth.
- Why this job: Make a real impact in your community while developing your career in banking.
- Qualifications: Experience in customer service and a passion for helping others.
The predicted salary is between 26554 - 26554 £ 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 strong 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.
THE DIFFERENCE YOU MAKE
Santander is looking for a Customer Experience Executive, working within C&P North West team, based in Merseyside Cluster. You will be working 35 hours per week, on a rota’d basis Monday to Saturday, between 8am & 6pm.
As a Customer Experience Executive, you’ll be there for our customers in the moments that matter embodying Santander’s purpose to make our customers better happen. Working in an agile and flexible way to ensure Santander always provide an excellent customer experience, no matter how our customers chose to contact us, working across the Santander estate.
No two days are the same; as well as fulfilling our customers financial needs you will also work as a brand ambassador, both internally and externally, and be a visible presence in the local community. You will also support branch managers in coaching new and existing staff to reach their full potential. This is an exciting opportunity for a colleague looking to take the next step in their career within a Santander Branch.
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:
- Providing coaching to existing and new colleagues
- Fulfilling customer financial needs through meaningful educational conversations
- Providing basic core servicing and transactions across all channels
- Acting as a brand ambassador including hosting Community initiatives and events
- Supporting branch leaders, when and where required
- Being an advocate of Santander’s digital offerings
WHAT YOU’LL BRING
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.
Professional Experience:
- Proven ability of supporting complex customer interactions through to successful resolution across all channels, which underlines your credibility in delivering a second to none experience that inspires others (Required)
- Experience of fulfilling customer requests to open products in a branch environment in a compliant way, following the processes laid out in a timely manner whilst exhibiting a digital first approach (Required)
- Currently working as a Customer Experience Specialist, Personal Banker, Customer Experience Consultant or Branch Manager in the branch network (Required)
- A commitment and drive for ongoing development, and the ability to encourage this in others (Preferred)
- Experience in mentoring & coaching new & existing colleagues. To inspire colleagues through role modelling the TEAMS behaviours (Preferred)
- The ability to interpret and use data and MI to enhance the customer experience (Preferred)
- The ability to influence stakeholders to improve our approach and processes (Preferred)
- Proven experience of working in a goal orientated environment (Preferred)
- Ability to work proactively and manage workload effectively (Preferred)
- Experience in hosting and supporting in local community initiatives to drive Santander’s brand and offering in the market (Preferred)
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.
The starting salary is £26,554.00 together with a £500 flexible benefit allowance and the opportunity to earn a discretionary performance-related bonus of 8% of salary. 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.
When applying, please consider the travel distance, time and cost to your chosen Branch location. 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. For further Guidance please visit Internal Mobility - Candidate Guidance. If you want to know more about the opportunity: Please contact: Alec Mitchell - Alec.Mitchell@santander.co.uk
Customer Experience Executive | S1 | Retail & Business Banking | C&P Northwest | Merseyside | Liverpool LS | 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 Experience Executive | S1 | Retail & Business Banking | C&P Northwest | Merseyside | Liverpool LS | Internal Mobility
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Santander UK. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Santander UK before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Executive | S1 | Retail & Business Banking | C&P Northwest | Merseyside | Liverpool LS | Internal Mobility
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Santander UK:Your cover letter is your chance to shine! Tell us why you want to work at Santander UK specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Santander UK!
How to prepare for a job interview at Santander UK
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
