Customer Experience Advisor – Retail Banking (Croydon)

About the role

Santander is looking for a Customer Experience Advisor based out of the Croydon GS Branch, working 24.5 hours per week on a rota basis Monday to Saturday, between 8am & 6pm. You will be the friendly face and voice of Santander, listening to and solving problems for customers in‑branch or over the phone.

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 either face‑to‑face or via telephony (required).
• Ability to communicate effectively with customers to truly 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, even outside standard expectations (preferred).
• Ability to grow, adapt and change to accommodate business needs and priorities (preferred).

What we offer

• Starting salary of £27,138 (pro rata) plus a £500 flexible benefit allowance and an 8% discretionary performance‑related 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, including medical and dental insurance.
• Pension contributions 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.
• Wellbeing support across physical, mental, social and financial pillars, including gym discounts and mental health resources.
• Global growth opportunities and volunteering programmes.