At a Glance
- Tasks: Support customers via phone and video, ensuring a smooth banking experience.
- Company: Join Santander, a tech-driven organisation focused on customer-centric transformation.
- Benefits: Enjoy a competitive salary, flexible benefits, and generous holiday allowance.
- Other info: Dynamic team environment with opportunities for personal and professional growth.
- Why this job: Make a real difference for customers during their transition to Santander.
- Qualifications: Passion for customer service and effective communication skills required.
The predicted salary is between 40500 - 49500 £ per year.
Country: United Kingdom
IT STARTS HERE
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 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 Customer Service Consultants based out of Glasgow Contact Centre. We’re recruiting for multiple positions, working a 35-hour week between 8am and 8pm, 5 days per week between Monday to Sunday, following a rotating shift pattern of which we’ll give you with 4 weeks’ notice. This is a fixed term contract role for 12 months, within Santander and an exciting opportunity to play a crucial part in the TSB to Santander integration. Initially, you’ll work from our Glasgow Office full time on-site, focusing on supporting TSB customers throughout their transition to Santander, helping to deliver a smooth and positive experience while ensuring our customers continue to feel confident about their money. You’ll be joining at an important time, with the opportunity to make a real difference for our customers and help shape their experience as they transition to Santander.
We’re reshaping 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:
- Supporting customers across telephone and video channels to meet their banking needs
- Helping customers build confidence in using digital banking services, including mobile and online platforms
- Resolving customer queries efficiently and providing clear, practical solutions
- Encouraging digital self-service adoption using customer devices and in-branch technology
- Collaborating with colleagues to deliver a consistent and high-quality customer experience
- Identifying opportunities to improve how we support customers and enhance service delivery
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.
- 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
- A willingness to learn, develop and build new skills
- A positive and adaptable approach within a fast-paced team environment
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
- The ability to follow established processes while using sound judgement and initiative when needed.
- Openness to taking on a variety of responsibilities and supporting activities outside of day-to-day expectations.
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.
The starting salary is £25,000 together with a £500 flexible benefit allowance and the opportunity to earn a discretionary performance-related bonus of 8% of salary. £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. 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 share plans. 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.
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, following the completion of onsite training. Once full-time on-site training has been completed, colleagues are then expected to attend the office at least 12 days per month. When applying, please consider the travel distance, time and cost to your chosen office location(s).
Right to work in the UK: All candidates must have the right to work in the UK to commence employment with Santander.
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.
Customer Service Consultants | S1 P1 | Voice | Glasgow employer: Santander
Santander UK is an exceptional employer, offering a dynamic work environment in Milton Keynes where innovation and collaboration thrive. With a strong focus on employee growth, competitive benefits including a generous holiday allowance, private medical insurance, and opportunities for global career advancement, Santander empowers its team to make a meaningful impact while enjoying a supportive and inclusive culture.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Consultants | S1 P1 | Voice | Glasgow
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Santander. 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 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 Service Consultants | S1 P1 | Voice | Glasgow
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:Your cover letter is your chance to shine! Tell us why you want to work at Santander 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!
How to prepare for a job interview at Santander
✨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.
