Customer Experience Advisor – Retail Banking (Hammersmith)

About the role

As a Customer Experience Advisor in Santander’s Hammersmith branch, you will be the first point of contact for customers both in‑person and over the phone. You will help with everyday transactions, resolve queries and protect customers from fraud while working in a fast‑paced, multi‑skilled environment.

Key responsibilities

• Act as the first point of contact for customers in the branch or via telephone.
• Assist with day‑to‑day transactions, queries and service requests.
• Answer inbound customer calls to the contact centre.
• Build relationships and find tailored solutions for customers.
• Develop knowledge of Santander’s products and services to advise customers effectively.
• Identify and suggest improvements to the customer experience.

Required profile

• Proven ability to deliver outstanding customer service in a face‑to‑face or telephony setting (required).
• Strong communication skills to understand and meet customer needs (required).
• Willingness 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).
• Ability to adapt to changing business priorities (preferred).

What we offer

• Starting salary of £28,800 per year plus a £500 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, with the option to purchase up to 5 additional days.
• Pension contributions of 8% (up to 12.5% with employee contributions) and the ability to take part of the contribution in cash.
• Healthcare benefits, including medical and dental insurance at discounted rates.
• Access to staff banking products with no fees and other employee discounts.