Customer Service Advisor | S1 | Everyday Banking | Belfast

Join our community. 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, transacting with them over the phone or protecting your customers against fraud and scams, you’ll never know what the next challenge will be. We’ll help you to develop the skills needed to build strong customer relationships, take ownership, and deliver a great customer experience. You’ll be flexible in your approach and comfortable in undertaking a broad range of activities. This means not limiting your time and focus on one element of your role. You’ll thrive on the variety this gives you and take satisfaction for operating in a multi-skilled environment. And you’ll be encouraged to ‘Think Customer’ and share ideas on improving processes and customer experience. You’re the eyes and ears of our business after all.

The difference you’ll make:

• Acting as the first point of contact for customers over the phone
• Assisting with day‑to‑day transactions, queries, and servicing
• Updating customer records
• Helping to keep our customers and the bank safe
• Building relationships and finding solutions
• Developing your knowledge of services and products to help our customers
• Identifying new ways to improve the customer experience

What you’ll bring:

• Passionate about delivering outstanding customer service either from a face to face or a telephony background; previous financial services background isn’t essential as we’ll provide you training
• The ability to listen and communicate effectively with customers to truly understand their needs

It would also be nice for you to have:

• A real desire to go above-and-beyond for customers
• Effective team working skills with a flexible, can‑do approach to work
• Ability to follow process but also think on your feet
• Openness to a broad range of activities even if outside of standard expectations

You will require the right to work in the UK.

What else you need to know:

The role is based in Belfast. We want our people to thrive at work and home, and also be able to deliver the best outcomes for our customers and to help each other develop. To support this, we offer site‑based contracts with a hybrid working pattern and our expected level of attendance in an office is at least 12 days per month (pro‑rata for part‑time roles). If you apply for this role in this location, it’s important you consider your travelling distance, time and cost from your home to the office location(s). We’re happy to discuss specific working patterns and arrangements within this hybrid approach during the recruitment process. If you’re interested in this role but with part time hours or a job‑share we would still love to hear from you and discuss these. This role is 35 hours per week.

Inclusion: At Santander we’re creating a thriving workplace where all colleagues feel they belong and are supported to succeed. We all help to make Santander a workplace that celebrates diversity and attracts, retains, and develops the most talented and committed people through living our values of Simple, Personal, and Fair.

How we’ll reward you:

As well as salary, we offer a wide range of benefits that you can choose from and tailor to your needs. For part‑time / contract roles, your salary, bonus (where eligible) and certain benefits will be prorated to reflect your working hours / contract duration.

• 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, which increases to 26 days after 5 years service, with the option to purchase up to 5 contractual days per year
• Eligible for a discretionary performance‑related annual bonus
• Voluntary healthcare benefits at discounted rates, including: Bupa medical insurance, dental insurance, healthcare cash plan and health assessments
• Free access to wellbeing apps and up to three weekly online classes via our partnership with Gympass
• 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
• Support your favourite causes through charitable giving and our community partnerships
• Share in Santander’s success by investing in our share plans
• 24/7 access to an online employee discount platform including retailers, entertainment, eating out, travel and more

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.

What to do next: If this sounds like a role you’re 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

Additional Information: 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.