Customer Experience Advisor – Retail Banking (Barry & Caerphilly)

About the role

Join Santander’s Retail Banking team as a Customer Experience Advisor, working across the Barry and Caerphilly branches on a flexible rota. You will be the friendly face and voice of the bank, helping customers with transactions, technology assistance, and fraud protection.

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 Santander products and services.
• Identify new ways to improve the customer experience.

Required profile

• Proven ability to deliver outstanding customer service, either face‑to‑face or via telephone.
• Strong communication skills to understand and respond to customer needs.
• Desire to go above‑and‑beyond for customers (preferred).
• Flexible, team‑oriented attitude with willingness to take on a broad range of activities (preferred).

What we offer

• Starting salary of £25,000 per year plus a £500 flexible benefit allowance.
• Discretionary performance‑related bonus of 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).
• Employer pension contribution of 8% (up to 12.5% with employee contribution).
• Company‑funded death‑in‑service benefit and income protection insurance.
• Access to staff banking products with no fees and additional discounts.
• Wellbeing programmes covering physical, mental, social and financial health.
• Enhanced family leave, childcare options and support for all life stages.
• Opportunities for volunteering and global career development.