Customer Experience Advisor – Retail Banking (Thurso)

About the role

Join Santander’s Thurso branch as a Customer Experience Advisor on a flexible Lifestyle 260 contract. You will be the friendly face and voice of the bank, helping customers with transactions, technology, fraud protection and more, while enjoying a varied, multi‑skilled environment.

Key responsibilities

• Act as the first point of contact for customers in 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 services and products to help customers.
• Identify new ways to improve the customer experience.

Required profile

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

What we offer

• Starting salary of £25,000 (pro rata) plus a £500 flexible benefit allowance.
• Opportunity to earn a discretionary performance‑related bonus of 8 % of salary.
• 25 days holiday plus bank holidays, increasing to 26 days after 5 years, with option to purchase up to 5 additional days.
• Voluntary healthcare benefits at discounted rates, including medical and dental insurance.
• Employer pension contribution of 8 % of salary (up to 12.5 % with employee contributions).
• Company‑funded death‑in‑service benefit, income protection, and optional life assurance.
• Access to staff versions of Santander products with no fees.
• Wellbeing support across physical, mental, social and financial pillars.