Customer Experience Advisor – Retail Banking (Cardiff)

About the role

Join Santander’s Cardiff Queen Street Branch as a Customer Experience Advisor, providing friendly, knowledgeable service to our retail banking customers. You will work on a flexible, on‑call rota covering Monday to Saturday, delivering assistance both in‑branch and over the phone.

Key responsibilities

• Act as the first point of contact for customers visiting the branch or calling the contact centre.
• Process day‑to‑day cash transactions, account queries and routine banking services.
• Support customers with technology use in the banking hall and guide them through digital channels.
• Identify and prevent fraud and scams, ensuring a safe banking experience.
• Build relationships, understand customer needs and propose suitable solutions.
• Continuously develop knowledge of Santander’s products and services.
• Contribute ideas to improve overall customer experience.

Required profile

• Excellent communication and listening abilities.
• Customer‑focused mindset with a problem‑solving attitude.
• Ability to work flexibly across varied tasks and a rotating schedule.
• Team player who thrives in a busy, multi‑skill environment.

Required skills