Customer Experience Advisor – Retail Banking (Wakefield)

About the role

As a Customer Experience Advisor you will be the friendly face and voice of Santander, helping customers with cash transactions, technology assistance, phone enquiries and fraud protection. You will work in a busy branch environment on a flexible rota, delivering a high‑quality, multi‑skilled service.

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 servicing.
• Answer customer calls into the contact centre.
• Build relationships and find solutions to customer needs.
• 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 to changing business priorities (preferred).

What we offer

• Starting salary of £25,000 pro‑rata, plus a £500 flexible benefit allowance.
• Discretionary performance‑related bonus of up to 8% of salary.
• 25 days holiday (increasing to 26 after 5 years) plus bank holidays, with the option to purchase up to 5 additional days.
• Pension contribution of 8% of salary (up to 12.5% if you contribute).
• Company‑funded death‑in‑service benefit and income protection insurance.
• Access to discounted healthcare, gym, wellbeing apps and flexible family‑leave options.