Customer Experience Advisor | S1 | Retail Banking

Overview

Santander is looking for a Customer Experience Advisor based in Derby MP Branch, working 17.5 hours per week on a rota basis Monday to Saturday, between 8am & 6pm.

The role involves listening and problem solving for customers across in‑branch, phone, and fraud protection duties. You will act as the first point of contact, conduct day‑to‑day transactions, handle contact centre calls, build relationships, enhance product knowledge, and identify ways to improve 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 customers
• Identify new ways to improve the customer experience

• Required: Proven ability to deliver outstanding customer service either face‑to‑face or telephony
• Required: Ability to communicate effectively with customers to understand their needs
• Preferred: A real desire to go above‑and‑beyond for customers
• Preferred:
  Effective team working skills with a flexible, can‑do approach
• Preferred:
  Openness to a broad range of activities even when outside standard expectations
• Preferred:
  Ability to grow, adapt and change to accommodate business needs and priorities
• All candidates must have the right to work in the UK

Salary Range: £25,000 – £31,579 per annum (based on experience). The role is based on a standard 35‑hour working week, with actual salary depending on skills, experience, qualifications and location.

£500 annual cash allowance for benefits. 25 days holiday plus bank holidays (26 days after 5 years of service) with option to purchase up to 5 contractual days per year.

Voluntary healthcare benefits at discounted rates, including medical, dental and health assessments.

Company pension: 8% of salary, up to 12.5% matched if you contribute, with cash option.

Death‑in‑service, income protection, and optional life assurance & critical illness cover at discounted rates.

Share plans, and access to employee product deals and discounts.

Wellbeing support: physical, mental, social and financial partners, fitness access, online classes, flexible healthcare and mental health support.

Enhanced family leave, childcare options, tailored wellbeing support, volunteering opportunities.

Global growth opportunities across the Santander network.

Santander is an inclusive organisation that provides equal opportunities for everyone, regardless of age, gender, disability, civil status, race, religion or sexual orientation. The role is open to all candidates who have the right to work in the UK.