Customer Experience Consultant – Retail Banking (Croydon)

About the role

Santander is seeking a Customer Experience Consultant for its Croydon branch, working 35 hours per week on a rota from Monday to Saturday between 8 am and 6 pm. You will be the friendly face and voice of the bank, listening to customers, solving problems and supporting them across cash transactions, digital assistance, phone calls and fraud protection.

Key responsibilities

• Listen to, understand and anticipate customers' financial needs.
• Present options and solutions across a range of products and services, with a primary focus on digital‑first channels.
• Answer customer calls into the contact centre.
• Develop meaningful relationships with customers and collaborate with colleagues to meet day‑to‑day and long‑term needs.
• Help make the bank simple for both colleagues and customers to deal with.

Required profile

• Proven ability to listen to, understand and anticipate customers' financial needs (required).
• Experience presenting product and service options with a digital‑first mindset (required).
• Capability to handle inbound customer calls in a contact‑centre environment (required).
• Skill in building strong customer relationships and working with team members (required).
• Commitment to making banking processes simple for everyone (required).
• Desire to go above and beyond for customers (preferred).
• Effective team‑working skills with a flexible, can‑do approach (preferred).
• Openness to a broad range of activities, even outside normal expectations (preferred).
• Ability to adapt and change to meet business priorities (preferred).

What we offer

• Starting salary of £27,183 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, including medical and dental insurance.
• Pension contribution of 8% of salary (up to 12.5% with employee contribution).
• Company‑funded death‑in‑service benefit and income protection insurance.
• Access to staff versions of Santander products with no fees and other employee discounts.