Customer Experience Advisor – Retail Banking (Livingston)

About the role

Join Santander’s branch in Livingston as a Customer Experience Advisor, providing friendly, knowledgeable service to customers in‑person and over the phone. You will be the first point of contact, helping with everyday banking needs while supporting the branch’s commitment to a customer‑centric transformation.

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 customer calls into the contact centre and provide accurate information.
• Build relationships, identify solutions and develop product knowledge.
• Identify and suggest improvements to enhance the customer experience.

Required profile

• Proven ability to deliver outstanding customer service face‑to‑face or via telephony.
• Effective communication skills to understand and meet customer needs.
• Desire to go above and beyond for customers.
• Flexible, can‑do attitude and willingness to undertake a broad range of activities.
• Ability to adapt to changing business priorities.

What we offer

• Starting salary of £25,000 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).
• Pension contribution of 8% (up to 12.5% with employee contribution) and optional cash withdrawal.
• Discounted healthcare, dental and health assessments.
• Company‑funded death‑in‑service benefit and income protection insurance.
• Access to staff product discounts, share plans and wellbeing programmes.
• Enhanced family leave, childcare support and volunteering opportunities.