Customer Experience Advisor – Retail Banking (Newtown)

About the role

As a Customer Experience Advisor you will be the friendly face and voice of Santander in the Newtown branch and over the phone. You will listen to customers, solve problems and support a wide range of banking transactions, from cash handling to digital assistance and fraud protection.

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 servicing.
• Answer customer calls into the contact centre.
• Build relationships and find solutions to meet 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 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 attitude (preferred).
• Willingness to undertake a broad range of activities beyond standard expectations (preferred).
• Ability to adapt and grow with changing business priorities (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 (increasing to 26 after 5 years) plus bank holidays, with the option to purchase up to 5 additional days.
• Pension contributions of 8% (up to 12.5% with employee contributions) and optional cash withdrawal.
• Company‑funded death‑in‑service benefit, income protection, and discounted life/critical illness cover.
• Access to staff banking products, share plans, and a range of wellbeing programmes.