Customer Experience Advisor – Retail Banking (Sheffield)

About the role

Santander is transforming into a technology‑driven organisation and is looking for a Customer Experience Advisor to join its Sheffield branch. The role works 35 hours per week on a rota, Monday to Saturday, delivering face‑to‑face and telephone support to customers.

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 Santander’s services and products.
• Identify new ways to improve the customer experience.

Required profile

• Proven ability to deliver outstanding customer service face‑to‑face or via telephony (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 approach (preferred).
• Openness to a broad range of activities beyond standard expectations (preferred).
• Ability to adapt and change in line with business priorities (preferred).

What we offer

• Starting salary of £25,000 plus a £500 flexible benefit allowance and an 8 % discretionary bonus.
• 25 days holiday plus bank holidays, increasing to 26 days after five years.
• Voluntary healthcare benefits at discounted rates.
• Pension contributions of 8 % (up to 12.5 % with employee contribution).
• Company‑funded death‑in‑service and income protection insurance.
• Access to staff versions of Santander products with no fees.
• Wellbeing programmes covering physical, mental, social and financial health.
• Enhanced family leave, childcare options and support for life‑stage needs.