Customer Experience Advisor – Retail Banking (Twinned Sites)

About the role

Santander is looking for a Customer Experience Advisor based out of both Beeston and West Bridgford branches, working 31.5 hours per week on a rota basis Monday to Saturday. This is a twinned site, meaning one site is open Monday, Wednesday & Friday and the other Tuesday, Thursday & Saturday, requiring travel between locations.

Key responsibilities

• Act as the first point of contact for customers in 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 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 adapt to changing business needs and priorities (preferred).

What we offer

• Starting salary £25,000 plus a £500 flexible benefit allowance and up to an 8% performance‑related bonus.
• 25 days holiday (increasing to 26 after 5 years) plus bank holidays.
• Pension contributions of 8% from the employer, up to 12.5% with employee contributions.
• Discounted healthcare, dental and health assessments.
• Access to staff banking products with no fees and additional employee discounts.
• Wellbeing support including gym discounts, mental health resources and flexible family leave.