Customer Experience Advisor | S1 | Retail Banking | Branch

Overview

Santander is looking for a Customer Experience Advisor to work 35 hours per week, Monday to Saturday (8am–6pm), based at the Carmarthen Branch. The role involves face‑to‑face and telephone customer service, transaction assistance, fraud protection, and continuous improvement of the customer experience.

• 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 our contact centre.
• Build relationships and find solutions.
• Develop knowledge of services and products to help our customers.
• Identify new ways to improve the customer 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 outside standard expectations (Preferred).
• Ability to grow, adapt and change to accommodate business needs and priorities (Preferred).

All candidates must have the right to work in the UK.

We are an inclusive organisation committed to providing equal opportunities for everyone, regardless of age, gender, disability, civil status, race, religion or sexual orientation.

Salary: £25,000.00 – £31,579.00 per annum (depending on experience), based on a standard 35‑hour week.

• £500 annual cash allowance for benefits.
• 25 days holiday plus bank holidays (increases to 26 days after 5 years of service) with the option to purchase up to 5 contractual days per year.
• Voluntary healthcare benefits (medical, dental and health assessments).
• Company‑funded pension contribution: 8% of salary plus up to 12.5% of salary if you contribute.
• Death‑in‑service benefit, income protection, and optional additional life assurance and critical illness cover.
• Share plans and the opportunity to purchase staff versions of Santander products.
• Wellbeing support: physical, mental, social and financial programmes, discounted gym access and mental health resources.
• Enhanced family leave, childcare options and tailored wellbeing support for various life stages.
• Volunteering opportunities and global growth prospects.