Customer Experience Advisor – Retail Banking (Northampton)

About the role

Santander is seeking a Customer Experience Advisor to work in its Northampton branch, delivering friendly, reliable service to customers both in‑person and over the phone. You will act as the first point of contact, helping with transactions, technology assistance and fraud protection while contributing 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.
• Build relationships and find tailored solutions for customers.
• Develop knowledge of Santander’s services and products.
• Identify and propose new ways to improve the customer experience.

Required profile

• Proven ability to deliver outstanding customer service face‑to‑face or by phone (required).
• Effective communication skills to understand customer needs (required).
• Desire to go above and beyond for customers (preferred).
• Team‑working skills with a flexible, can‑do attitude (preferred).
• Openness to a broad range of activities beyond standard expectations (preferred).
• Ability to adapt and change in response to business priorities (preferred).

What we offer

• Starting salary of £25,000 (pro rata) plus a £500 flexible benefit allowance and an 8% discretionary bonus.
• 25 days holiday plus bank holidays, increasing after 5 years of service.
• Voluntary healthcare benefits, pension contributions (8% employer, up to 12.5% with employee contributions), and life‑insurance cover.
• Access to wellbeing programmes, discounted gym memberships, mental‑health support and family‑friendly policies.
• Opportunities for global career growth and internal mobility within Santander’s international network.