Customer Experience Advisor – Retail Banking (Kirkwall)

About the role

Join Santander’s Kirkwall branch as a Customer Experience Advisor, delivering friendly, knowledgeable service to retail banking customers both in‑branch and over the phone. You will be the first point of contact, helping customers with transactions, technology assistance, and fraud protection while contributing to a customer‑centric culture.

Key responsibilities

• Act as the first point of contact for customers in the branch or via phone.
• Assist with day‑to‑day transactions, queries and servicing.
• Answer customer calls into the contact centre.
• Build relationships and find solutions to meet customer needs.
• Develop knowledge of Santander’s services and products.
• 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 skills with a flexible, can‑do approach (preferred).
• Openness to a broad range of activities beyond standard expectations (preferred).
• Ability to grow, adapt and change with business priorities (preferred).

What we offer

• Starting salary of £25,000 plus a £500 flexible benefit allowance.
• Discretionary performance‑related bonus up to 8% of salary.
• 25 days holiday plus bank holidays (increasing to 26 days after 5 years).
• Voluntary healthcare benefits at discounted rates (medical, dental, health assessments).
• Pension contribution of 8% of salary (up to 12.5% with employee contributions).
• Company‑funded death‑in‑service benefit and income protection insurance.
• Access to staff versions of Santander products with no fees.
• Wellbeing programmes covering physical, mental, social and financial health.
• Enhanced family leave, childcare options and tailored support.
• Opportunities to volunteer and contribute to community projects.
• Global career growth and skill‑development across Santander’s international network.