Customer Experience Advisor – Retail Banking (Fraserburgh)

About the role

Join Santander’s Retail Banking team in Fraserburgh as a Customer Experience Advisor. You will be the friendly face and voice of the bank, helping customers with transactions, technology, and fraud protection while delivering outstanding service.

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 face‑to‑face or telephony environments (required).
• Effective communication skills to 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‑related bonus.
• 25 days holiday plus bank holidays (rising to 26 after 5 years) with the option to purchase up to 5 additional days.
• Voluntary healthcare benefits at discounted rates, including medical, dental and health assessments.
• Employer pension contribution of 8% (up to 12.5% with employee contribution) with a cash option.
• Company‑funded death‑in‑service benefit, income protection insurance and discounted life assurance.
• Access to staff share plans and employee product discounts (no‑fee current accounts, credit cards).
• Wellbeing support such as gym discounts, mental‑health resources and flexible healthcare.
• Enhanced family leave, childcare options and tailored wellbeing support.
• Opportunities for volunteering and global career growth across Santander’s network.