Customer Experience Advisor – Retail Banking (Telford)

About the role

The Customer Experience Advisor will be the friendly face and voice of Santander in the Telford branch, 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 customer needs.
• Develop knowledge of Santander’s services and products to support customers.
• Identify new ways to improve the overall customer experience.

Required profile

• Proven ability to deliver outstanding customer service, either face‑to‑face or via telephone.
• Effective communication skills to understand and respond to customer needs.
• Desire to go above and beyond for customers (preferred).
• Team‑working attitude with a flexible, can‑do approach (preferred).

What we offer

• Starting salary of £25,000 per year.
• £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.
• Voluntary healthcare benefits at discounted rates (medical, dental, health assessments).
• Employer pension contribution of 8% (up to 12.5% with employee contributions).
• Company‑funded death‑in‑service benefit and income protection insurance.
• Staff discounts on Santander products and access to share plans.
• Wellbeing programmes covering physical, mental, social and financial health.
• Enhanced family leave, childcare options and tailored support.
• Opportunities to volunteer and contribute to community projects.
• Global career development and mobility across Santander’s international network.