Customer Experience Advisor – Retail Banking (Ballymena)

About the role

Join Santander’s retail banking team in Ballymena as a Customer Experience Advisor. You will be the friendly face and voice of the branch, helping customers with transactions, technology, and protecting them from fraud. The role is varied, working on a rota basis across the branch and contact centre.

Key responsibilities

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

Required profile

• Proven ability to deliver outstanding customer service in a face‑to‑face or telephony environment.
• Strong communication skills to understand customer needs.
• Desire to go above and beyond for customers (preferred).
• Effective team‑working with a flexible, can‑do approach (preferred).
• Openness to a broad range of activities beyond standard expectations (preferred).

What we offer

• Starting salary of £25,000 per year plus a discretionary performance‑related bonus of up to 8%.
• £500 flexible benefit allowance.
• 25 days holiday (increasing to 26 after 5 years) plus bank holidays, with the option to purchase up to 5 additional days.
• Voluntary healthcare benefits at discounted rates, including medical and dental insurance.
• Pension contribution of 8% of salary (up to 12.5% if you also contribute).
• Company‑funded death‑in‑service benefit and income protection insurance.
• Access to staff versions of Santander products with no fees and other employee discounts.