Customer Experience Advisor – Retail Banking (Harrogate)

About the role

As a Customer Experience Advisor at Santander’s Harrogate branch you will be the friendly face and voice for customers, helping them with transactions, technology use, and protecting them from fraud. You will work 35 hours per week on a rotating schedule, providing support both in‑branch and over the phone.

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 calls to the contact centre and resolve issues.
• Build relationships with customers and identify solutions to their needs.
• Develop knowledge of Santander’s products and services to advise customers.
• Identify and suggest improvements to the customer experience.

Required profile

• Proven ability to deliver outstanding customer service in a face‑to‑face or telephony environment.
• Strong communication skills to understand customer needs.
• Willingness to go above and beyond for customers.
• Team‑working attitude with a flexible, can‑do approach.

What we offer

• Starting salary of £25,000 plus a £500 flexible benefit allowance and an 8% discretionary performance‑related bonus.
• 25 days holiday (increasing to 26 after 5 years) plus bank holidays, with the option to purchase up to 5 additional days.
• Voluntary healthcare benefits at discounted rates, including medical and dental cover.
• Pension contribution of 8% (up to 12.5% if you also contribute).
• Company‑funded death‑in‑service benefit, income protection and optional life assurance.
• Access to staff versions of Santander products with no fees and other employee discounts.