Customer Experience Advisor – Retail Banking (Bedford)

About the role

Santander is evolving into a technology‑driven organisation and is seeking a Customer Experience Advisor for its Bedford branch. The role works 31.5 hours per week on a rota basis (Monday‑Saturday, 8 am‑6 pm) and is a 12‑month fixed‑term contract.

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 a face‑to‑face or telephony environment (required).
• Ability to communicate effectively with customers to understand their needs (required).
• Desire to go above‑and‑beyond for customers (preferred).
• Effective 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 needs (preferred).

What we offer

• Starting salary £25,000 plus a £500 flexible benefit allowance and up to an 8% discretionary performance bonus.
• 25 days holiday plus bank holidays, increasing to 26 days after 5 years, with the option to purchase up to 5 additional days.
• Voluntary healthcare benefits at discounted rates (medical, dental, health assessments).
• Employer pension contribution of 8% of salary (up to 12.5% with employee contributions).
• Company‑funded death‑in‑service and income protection insurance.
• Access to share plans, staff versions of banking products with no fees, and various discounts.
• Wellbeing programmes covering physical, mental, social and financial health.
• Enhanced family leave, childcare options and tailored support for different life stages.
• Opportunities for volunteering and global career growth across Santander’s international network.