Customer Experience Advisor – Retail Banking (Southall)

About the role

As the friendly face and voice of Santander in Southall, you will listen to customers, solve problems and support a wide range of banking activities – from cash transactions to technology assistance and fraud protection. The role is varied, fast‑paced and backed by a close‑knit team.

Key responsibilities

• Act as the first point of contact for customers in‑branch and over the phone.
• 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 products and services.
• Identify and propose improvements to the customer experience.

Required profile

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

What we offer

• Starting salary £27,138 pro‑rata, plus a £500 flexible benefit allowance.
• Discretionary performance‑related bonus of up to 8% of salary.
• 25 days holiday plus bank holidays, increasing after 5 years.
• Voluntary discounted healthcare, dental and health assessments.
• Pension contributions of 8% (up to 12.5% with employee contribution).
• Company‑funded death‑in‑service benefit and income protection.
• Access to staff banking products with no fees and additional discounts.
• Wellbeing support across physical, mental, social and financial pillars.
• Enhanced family leave, childcare options and tailored wellbeing support.
• Opportunities for global career growth and volunteering.