Customer Experience Advisor | S1 | Retail Banking | Branch

Customer Experience Advisor | S1 | Retail Banking | Kirkwall Branch

Country:
United Kingdom

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 all our professionals at all levels are expected 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 Kirkwall Branch, working 21‑35 hours per week, on a rota’d 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.

What’s 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 on 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.

• 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

• 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 of standard expectations (Preferred)
• Ability to grow, adapt and change accommodating business needs and priorities (Preferred)

£25,000.00 – £31,579.00 per annum (depending on experience). Annual salary is based on a standard 35‑hour working week. Actual salary offered will depend on skills, experience, qualifications and location.

• £500 annual cash allowance to spend on our great range of benefits.
• 25 days’ holiday plus bank holidays; increases to 26 days after 5 years service, with the option to purchase up to 5 contractual days per year.
• Voluntary healthcare benefits at discounted rates, including medical, dental, and health assessments.
• We put 8% of salary into your pension, even if you don’t contribute yourself. We’ll pay in up to 12.5% of salary if you contribute as well, and you can take some of our contribution in cash if you prefer.
• Protection for you and your family, with company‑funded death‑in‑service benefit and income protection insurance, plus the option to take advantage of discounted rates for additional life assurance and critical illness cover.
• Share in Santander’s success by saving or investing in our share plans.
• As a Santander UK employee, you can request staff versions of our products such as Edge Current Accounts and Credit Cards with no fees, as well as apply to many other deals and discounts in Santander products and services.

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.

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