Customer Experience Advisor – Retail Banking (Coventry)

About the role

Join Santander’s Coventry branch as a Customer Experience Advisor, supporting retail banking customers both in‑person and over the phone. You will be the friendly face and voice of the bank, helping with everyday transactions, technology assistance, and fraud protection while delivering a high‑quality, customer‑centric experience.

Key responsibilities

• Act as the first point of contact for customers in the branch or via telephone.
• Assist with day‑to‑day transactions, queries and service requests.
• Answer inbound customer calls to the contact centre.
• Build relationships, identify needs and provide appropriate solutions.
• Develop knowledge of Santander’s products and services to advise customers effectively.
• Identify and suggest improvements to enhance the overall customer experience.

Required profile

• Excellent communication and listening abilities.
• Customer‑focused mindset with a problem‑solving attitude.
• Ability to work flexibly on a rota basis, Monday to Saturday, between 8 am and 6 pm.
• Comfortable handling a variety of tasks in a fast‑paced, multi‑skill environment.

Required skills