Customer Experience Advisor – Retail Banking (Edinburgh)

About the role

Santander is looking for a Customer Experience Advisor based in Edinburgh HS Branch, working 35 hours per week on a rota basis Monday to Saturday, between 8 am and 6 pm. You will be the friendly face and voice of the bank, listening to customers and solving their problems both in‑branch and over the phone.

Key responsibilities

• Act as the first point of contact for customers in the 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 face‑to‑face or via telephony (required).
• Effective communication skills to truly understand customer needs (required).
• Desire to go above‑and‑beyond for customers (preferred).
• 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 an 8% discretionary performance bonus.
• 25 days holiday plus bank holidays, increasing to 26 days after five years, with the option to purchase up to five 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.
• Enhanced family leave, childcare options and tailored support for different life stages.
• Opportunities to volunteer in the community and to grow globally within Santander’s international network.