Customer Experience Advisor – Retail Banking (Wembley)

About the role

Santander is seeking a Customer Experience Advisor for its Wembley branch, working 35 hours per week on a rotating schedule from Monday to Saturday (8 am‑6 pm). You will be the friendly face and voice of the bank, listening to customers, solving problems and supporting a wide range of banking activities both in‑branch and over the phone.

Key responsibilities

• Act as the first point of contact for customers in the branch or via telephone.
• Assist with day‑to‑day transactions, queries and service requests.
• Answer customer calls into the contact centre and provide accurate information.
• Build relationships, find solutions and protect customers from fraud and scams.
• Develop knowledge of Santander’s products and services to better support customers.
• Identify and suggest new ways to improve the overall customer experience.

Required profile

• Proven ability to deliver outstanding customer service in a face‑to‑face or telephony environment (required).
• Strong communication skills to understand and respond to customer needs (required).

What we offer

• Starting salary of £27,138 per year plus a £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, with the option to purchase up to 5 additional days.
• Voluntary healthcare benefits at discounted rates (medical, dental, health assessments).
• Pension contributions of 8% (up to 12.5% with employee contributions) and optional cash withdrawal.
• Company‑funded death‑in‑service benefit, income protection, and optional life assurance.
• Access to staff versions of Santander products, share plans, and employee discounts.
• Wellbeing support across physical, mental, social and financial pillars, including gym discounts and mental health resources.