Customer Experience Advisor – Retail Banking (Kendal & Penrith)

About the role

Santander is seeking a Customer Experience Advisor to work across the Kendal SG and Penrith branches on a 12‑month fixed‑term basis. The role involves a 17.5‑hour weekly rota, covering Monday to Saturday between 8 am and 6 pm, with travel between the two twinned sites.

Key responsibilities

• Act as the first point of contact for customers in branch or over the phone.
• Assist with day‑to‑day transactions, queries and servicing.
• Answer customer calls into the contact centre.
• Build relationships and find solutions for customers.
• Develop knowledge of Santander’s services and products.
• Identify new ways to improve the customer experience.

Required profile

• Proven ability to deliver outstanding customer service in face‑to‑face or telephony environments.
• Strong communication skills to understand customer needs.
• Desire to go above‑and‑beyond for customers (preferred).
• Effective team‑working with a flexible, can‑do approach (preferred).
• Openness to a broad range of activities beyond standard expectations (preferred).
• Ability to adapt to changing business needs (preferred).

What we offer

• Starting salary of £25,000 per year plus a £500 flexible benefit allowance.
• Opportunity to earn a discretionary performance‑related bonus of up to 8% of salary.
• 25 days holiday plus bank holidays, increasing after 5 years of service.
• Pension contribution of 8% of salary (up to 12.5% with employee contribution).
• Voluntary healthcare benefits at discounted rates.
• Company‑funded death‑in‑service and income protection insurance.
• Access to staff banking products with no fees.
• Wellbeing support, flexible healthcare, and mental‑health resources.