Customer Service Advisor | S1 | Everyday Banking

For our customers, you'll be more than just the friendly voice of Santander. You'll be a listener and problem solver. Acting as the first point of contact, whilst providing immediate and empathetic support over the phone. This role will allow you to thrive in a high‑volume environment, embracing a flexible, "can‑do" attitude, whilst working in a telephony‑based role. 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 'Think Customer' and share ideas on improving processes and customer experience.

You're the eyes and ears of our business after all. 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:

• 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

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.

• 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.
• 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 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 (please see details below), All candidates must have the right to work in the UK to commence employment with Santander.

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.

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