Customer Experience Advisor – Retail Banking (Falkirk)

About the role

Join Santander’s branch team in Falkirk as a Customer Experience Advisor. You will be the first point of contact for customers, helping them with everyday banking needs and ensuring a safe, friendly experience. The role is 12‑month fixed‑term, working 24.5 hours per week on a rotating schedule.

Key responsibilities

• Act as the first point of contact for customers in‑branch and over the phone.
• Assist with day‑to‑day transactions, queries and service requests.
• Answer customer calls routed to the contact centre.
• Build relationships and find tailored solutions for customers.
• Develop knowledge of Santander’s products and services to better support clients.
• Identify and suggest new ways to improve the overall customer experience.

Required profile

• Proven ability to deliver outstanding customer service in a face‑to‑face or telephony environment.
• Strong communication skills to understand and respond to customer needs.
• Willingness to go above and beyond for customers (preferred).
• Effective teamwork with a flexible, can‑do attitude (preferred).
• Openness to a broad range of activities beyond standard expectations (preferred).
• Ability to adapt to changing business priorities (preferred).

What we offer

• Starting salary of £25,000 pro‑rata plus a discretionary performance bonus.
• £500 flexible benefit allowance and a range of discounted healthcare options.
• 25 days holiday (increasing after 5 years) plus bank holidays.
• Employer pension contribution of 8% of salary, with optional higher contributions.
• Company‑funded death‑in‑service and income protection insurance.
• Opportunities for global career growth and skill development.