Customer Experience Advisor – Retail Banking (Galashiels)

About the role

Santander is seeking a Customer Experience Advisor for its Galashiels branch. Working 35 hours per week on a rotating schedule, you will be the friendly face and voice of the bank, helping customers with transactions, technology, and fraud protection.

Key responsibilities

• Serve as the first point of contact for customers in‑branch and over the phone.
• Process day‑to‑day cash and non‑cash transactions.
• Assist customers with digital banking tools and resolve technical queries.
• Answer inbound calls to the contact centre and provide accurate information.
• Build relationships, identify customer needs, and propose suitable solutions.
• Continuously seek ways to improve the overall customer experience.

Required profile

• Strong communication and listening skills.
• Ability to work flexibly across a varied schedule (Monday‑Saturday, 8 am‑6 pm).
• Customer‑focused mindset with a problem‑solving attitude.
• Willingness to work in a busy, multi‑skilled branch environment.

Required skills

• Basic cash handling and transaction processing.
• Familiarity with banking technology and digital channels.
• Awareness of fraud prevention and scam detection techniques.