Customer Experience Advisor – Retail Banking (Grimsby)

About the role

Join Santander’s Grimsby branch as a Customer Experience Advisor, delivering friendly, knowledgeable service to our customers in‑person and over the phone. You will act as the first point of contact, helping with everyday transactions, supporting customers with technology, and protecting them from fraud. The role is varied, fast‑paced and part of a close‑knit team focused on improving the overall customer experience.

Key responsibilities

• Serve as the first point of contact for customers in the branch and via the contact centre.
• Assist with day‑to‑day transactions, queries and service requests.
• Answer customer calls and provide solutions across a range of banking products.
• Build relationships and identify opportunities to improve the customer experience.
• Develop knowledge of Santander’s services and products to better support customers.

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.
• Desire to go above‑and‑beyond for customers (preferred).
• Effective team‑working attitude with a flexible, can‑do approach (preferred).
• Openness to a broad range of activities beyond standard expectations (preferred).

What we offer

• Starting salary of £25,000 per year plus a flexible benefit allowance.
• Discretionary performance‑related bonus of up to 8% of salary.
• 25 days holiday (increasing to 26 after 5 years) plus bank holidays.
• Voluntary healthcare benefits, pension contributions, and death‑in‑service cover.
• Access to staff banking products, wellbeing programmes, family‑friendly policies and global career development opportunities.