Customer Experience Advisor – Retail Banking (Lifestyle 260)

About the role

Join Santander’s Kirkwall branch as a Customer Experience Advisor on a flexible Lifestyle 260 contract. You will be the friendly face and voice for customers, helping with transactions, technology assistance, and fraud protection while enjoying a varied, multi‑skilled environment.

Key responsibilities

• Act as the first point of contact for customers in‑branch and 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 roles.
• 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).
• Right to work in the UK.

What we offer

• Starting salary £25,000 pro rata 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 after 5 years).
• Pension contributions of 8% (up to 12.5% with employee contribution).
• Company‑funded death‑in‑service benefit and income protection insurance.
• Access to discounted healthcare, gym, and wellbeing programmes.