Customer Experience Advisor – Retail Banking (Derby)

About the role

Join Santander’s Retail Banking team in Derby as a Customer Experience Advisor. You will be the friendly face and voice of the bank, helping customers with transactions, technology, and protecting them from fraud 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 and provide support.
• Build relationships and find solutions for customers.
• Develop knowledge of Santander’s 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 environments (required).
• Effective communication skills to understand customer needs (required).
• Desire to go above and beyond for customers (preferred).
• Team‑working attitude with a flexible, can‑do approach (preferred).
• Willingness to undertake a broad range of activities beyond standard expectations (preferred).
• Ability to adapt to changing business needs and priorities (preferred).

What we offer

• Starting salary of £25,000 plus a £500 flexible benefit allowance.
• Discretionary performance‑related bonus of up to 8 % of salary.
• 25 days holiday (increasing to 26 after 5 years) plus bank holidays, with the option to purchase up to 5 additional days.
• Pension contribution of 8 % of salary (up to 12.5 % with employee contributions).
• Voluntary healthcare benefits at discounted rates (medical, dental, health assessments).
• Company‑funded death‑in‑service benefit and income protection insurance.
• Access to staff banking products with no fees and other employee discounts.
• Wellbeing support covering physical, mental, social and financial health.