Customer Experience Advisor – Retail Banking (Inverness)

About the role

The Customer Experience Advisor will be the first point of contact for customers in the Inverness branch and via phone, handling transactions, queries and protecting customers from fraud while delivering a high‑quality service.

Key responsibilities

• Act as the first point of contact for customers in the Inverness branch and over the phone.
• Assist with day‑to‑day transactions, queries and service requests, including cash handling and technology support.
• Answer inbound calls to the contact centre, build relationships and find solutions for customers.
• Develop knowledge of Santander’s products and services to guide customers effectively.
• Identify and suggest improvements to enhance the overall customer experience.

Required profile

• Proven ability to deliver outstanding customer service in face‑to‑face or telephony environments (required).
• Strong communication skills to understand and respond to customer needs (required).
• Willingness to go above and beyond for customers and work flexibly across a range of activities (preferred).

What we offer

• Starting salary of £25,000 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 additional days.
• Pension contributions of 8% (up to 12.5% with employee contributions) and the ability to take part of the contribution in cash.
• Voluntary healthcare benefits at discounted rates, including medical and dental insurance.
• Access to staff banking products with no fees and other employee discounts.