Customer Experience Advisor – Retail Banking (Lerwick)

About the role

Join Santander’s Lerwick branch as a Customer Experience Advisor on a flexible Lifestyle contract. You will be the friendly face and voice for customers, helping with transactions, technology assistance, and fraud protection while working a minimum of 260 hours per year.

Key responsibilities

• Act as the first point of contact for customers in the 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 to customer needs.
• 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 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).

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 plus bank holidays, increasing to 26 days after 5 years.
• Voluntary healthcare benefits at discounted rates (medical, dental, health assessments).
• Pension contributions of 8% of salary (up to 12.5% with employee contribution).
• Company‑funded death‑in‑service benefit and income protection insurance.
• Access to staff versions of Santander products, share plans, and employee discounts.
• Wellbeing support covering physical, mental, social and financial health.