Customer Experience Advisor | S1 | Retail Banking | Queen Street Branch

Customer Experience Advisor S1 Retail Banking Cardiff Queen Street 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‑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 help more people and businesses prosper. We embrace a strong risk culture and expect all our professionals 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.

Santander is looking for a Customer Experience Advisor based out of Cardiff Queen Street Branch working 35 hours per week on a rotating basis Monday to Saturday between 8am & 6pm.

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 in the banking hall, transacting with them over the phone or protecting your customers against fraud and scams, you’ll never know what the next challenge will be.

Whats not in doubt is that you’ll have plenty of support. 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 in undertaking a broad range of activities. This means not limiting your time and focus to one particular element of your role. You’ll thrive on the variety this gives you and take satisfaction for operating in a multi‑skilled environment. 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 in branch or over the phone
• Assisting with day‑to‑day transactions, queries and servicing
• Answering customer calls into our contact centre
• 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.

• Proven ability to deliver outstanding customer service either from a face‑to‑face or a telephony background (Required)
• The 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 standard expectations (Preferred)
• Ability to grow, adapt and change accommodating business needs and priorities (Preferred)

• Change Management
• FMCG Sales
• Business Objects
• Claims Investigation
• ERP
• ACCA

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.

Starting salary of 24000 plus a 500 annual cash allowance to spend on our great range of benefits. (Include salary where authorised)

25 days holiday plus bank holidays which…