Customer Experience Advisor – Retail Banking (Bolton)

About the role

The Customer Experience Advisor will be the friendly face and voice of Santander in the Bolton branch, providing both face‑to‑face and telephone support to customers. You will listen, solve problems and help customers with transactions, technology use and fraud protection while working in a dynamic, multi‑skilled environment.

Key responsibilities

• Act as the first point of contact for customers in the branch or over the phone.
• Assist with day‑to‑day transactions, queries and servicing.
• Answer customer calls into the contact centre.
• Build relationships and find solutions for customers.
• Develop knowledge of services and products to help customers.
• Identify new ways to improve the customer experience.

Required profile

• Proven ability to deliver outstanding customer service in face‑to‑face or telephony (required).
• Ability to communicate effectively with customers to understand their needs (required).
• 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 outside standard expectations (preferred).
• Ability to grow, adapt and change accommodating business needs and priorities (preferred).

What we offer

• Starting salary £25,000 (pro‑rata) plus a £500 flexible benefit allowance and a discretionary bonus of up to 8% of salary.
• 25 days holiday plus bank holidays (increasing to 26 after 5 years) with the option to purchase up to 5 additional days.
• Pension contribution of 8% of salary (up to 12.5% with employee contribution) and a cash option.
• Discounted healthcare benefits including medical, dental and health assessments.
• Company‑funded death‑in‑service and income protection insurance.
• Access to staff banking products with no fees and employee share plans.
• Wellbeing support such as gym discounts, mental‑health resources and flexible healthcare.