Customer Experience Consultant – Retail Banking (Galashiels)

About the role

Santander is seeking a Customer Experience Consultant for its Galashiels branch, working 28 hours per week on a rotating schedule 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 a range of banking services.

Key responsibilities

• Listen to, understand and anticipate customers' financial needs.
• Present product and service options with a digital‑first focus.
• Answer customer calls into the contact centre.
• Develop meaningful relationships with customers and collaborate with colleagues to meet both day‑to‑day and long‑term needs.
• Help make the bank simple and accessible for both colleagues and customers.

Required profile

• Demonstrated ability to understand and anticipate customers' financial needs.
• Experience presenting solutions across a range of banking products.
• Proven track record of handling inbound customer calls.
• Strong relationship‑building skills.
• Willingness to perform a broad range of activities beyond core expectations.

What we offer

• Starting salary of £25,158 per year plus a £500 flexible benefit allowance.
• Eligibility for a 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.
• Company pension contributions of 8 % (up to 12.5 % with employee contribution) and other insurance benefits.
• Access to discounted healthcare, gym, and wellbeing programmes.