Customer Experience Advisor – Retail Banking (Middlesbrough)

About the role

Santander is seeking a Customer Experience Advisor for its Middlesbrough branch on a 28‑hour weekly rota, Monday to Saturday. This is a 12‑month fixed‑term contract where you will be the friendly face and voice of the bank, helping customers with transactions, technology assistance, phone support and fraud protection.

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 for customers.
• Develop knowledge of services and products to help customers.
• Identify new ways to improve the customer experience.

Required profile

• Proven ability to deliver outstanding customer service in face‑to‑face or telephony environments (required).
• Ability to communicate effectively with customers to understand their needs (required).
• Desire to go above and beyond for customers (preferred).
• Effective team‑working skills with a flexible, can‑do approach (preferred).
• Openness to a broad range of activities beyond standard expectations (preferred).
• Ability to grow, adapt and change to accommodate business needs (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 and the option to purchase up to 5 additional days.
• Pension contribution of 8% of salary (up to 12.5% if you also contribute).
• Voluntary healthcare benefits at discounted rates, including medical and dental insurance.
• Company‑funded death‑in‑service benefit and income protection insurance.
• Access to Santander share plans and staff versions of banking products with no fees.
• Wellbeing support across physical, mental, social and financial pillars, including gym discounts and mental health resources.
• Enhanced family leave, childcare options and tailored support for life stages.