Customer Experience Advisor – Retail Banking (Portsmouth)

About the role

You will be the friendly face and voice of Santander for customers in the Portsmouth branch, handling cash transactions, assisting with technology, and protecting them from fraud. The role combines face‑to‑face service with phone support on a rotating schedule.

Key responsibilities

• Serve as first contact for branch visitors and phone callers, ensuring a welcoming experience.
• Process cash transactions, answer queries and provide product advice.
• Handle inbound customer calls, delivering accurate information and resolving issues.
• Build relationships, offering solutions and protecting customers from fraud.
• Expand knowledge of Santander services and products.
• Suggest improvements to enhance overall customer experience.

Required profile

• Proven ability to deliver excellent customer service face‑to‑face or by phone.
• Strong communication skills to understand and meet customer needs.
• Genuine desire to go above and beyond for customers.
• Flexible team player with a can‑do attitude.
• Open to a broad range of activities beyond standard duties.
• Adaptable to changing business priorities.

What we offer

• Salary £25,000 per year (pro rata) plus £500 flexible benefit allowance.
• Performance bonus up to 8 % of salary.
• 25 days holiday plus bank holidays, rising to 26 days after five years, with purchase option.
• Discounted voluntary healthcare, including medical and dental insurance.
• Pension contribution of 8 % (up to 12.5 % with employee contributions) and cash‑out option.
• Company‑funded death‑in‑service benefit and income protection insurance.
• Access to staff versions of Santander products with no fees and other discounts.
• Wellbeing support covering physical, mental, social and financial health, including gym discounts.
• Enhanced family leave, childcare options and tailored support for life‑stage needs.