Customer Experience Advisor | S1 | Retail Banking | Hereford Branch

Customer Experience Advisor | S | Retail Banking | Hereford Branch 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-centered 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 our professionals at all levels to take a proactive and responsible approach toward risk management.

Retail & Commercial Banking

Our global business integrates 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 Hereford Branch. Working hours per annum / hours per week, on a rota’d basis Monday to Saturday, between am & pm.

THIS IS A LIFESTYLE ROLE

The Lifestyle contract recognises that flexible working is a lifestyle choice for many people who can’t or don’t want to commit to being a full or part-time CSA/CEA on fixed hours. This contract allows talented and experienced individuals to work flexibly across branches, delivering for customers when their support is most needed, often at key times.

For our customers, you’ll be more than just a friendly face and voice. You’ll be a listener and problem solver. Whether helping with a simple cash transaction, assisting with technology in the banking hall, transacting over the phone, or protecting your customers against fraud and scams, you’ll never know what the next challenge will be.

Life in a branch can be busy, varied and challenging, so we’re a close-knit team.

You’ll be totally flexible in your approach and comfortable undertaking a broad range of activities. This means not limiting your time and focus on one particular element of your role. You’ll thrive on the variety and take satisfaction operating in a multi-skilled environment. You’re the eyes and ears of our business after all.

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 the contact centre.
• Build relationships and find solutions.
• Develop knowledge of services and products to help customers.
• Identify new ways to improve the customer experience.

WHAT YOU’LL BRING

Our people are our greatest strength. Every individual brings unique perspectives that make us stronger as a team and 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 to deliver outstanding customer service either face‑to‑face or via telephony (Required).
• 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

• Salary Range: £,. - £,. per annum (pro-rated) (depending on experience).
• Annual Cash Allowance: £ annual cash allowance to spend on our range of benefits.
• Holiday: days’ holiday plus bank holidays, which increases to days after years of service, with the option to purchase up to contractual days per year.
• Voluntary health benefits at discounted rates: including medical insurance, dental insurance, and health assessments.
• Pension: We put % of salary into your pension, even if you don’t contribute. We’ll pay up to .% of salary; if you contribute, you can take some of our contribution in cash.
• Protection: For you and your family, company‑funded death‑in‑service benefit and income protection insurance, plus option for discounted life assurance and critical illness cover.
• Share Plans: Share in Santander’s success by saving or investing in our share plans.
• Product Benefits: As a Santander UK employee, you can request staff versions of our products like the Edge Current Account and Credit Cards with no fees, and apply to many other deals and discounts.
• Competitive Rewards: Rewards that reflect the real impact you make and the value you bring.
• Wellbeing: We work with a range of wellbeing partners across pillars of wellbeing to give you access to apps, discounted gym and fitness access, online classes, flexible healthcare, and mental health support.
• Life Stage Support: From menopause and pregnancy to parenthood and beyond, with enhanced family leave, childcare options and tailored wellbeing support.
• Volunteering: Opportunities to give back through volunteering.
• Global Growth Opportunities: Shape your career, learn new skills and explore possibilities across our international network.

READY TO BE RECOGNIZED?

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.

RIGHT TO WORK IN THE UK

• All candidates must have the right to work in the UK to commence employment with Santander.