Customer Experience Advisor – Retail Banking (Edinburgh)

About the role

Join Santander’s Edinburgh HS Branch as a Customer Experience Advisor, providing friendly, knowledgeable service to retail banking customers both in‑branch and over the phone. You will be the first point of contact, helping with everyday transactions, technology assistance, and fraud protection while contributing to a customer‑centric transformation.

Key responsibilities

• Serve as the primary contact for customers visiting the branch or calling the contact centre.
• Process day‑to‑day transactions, answer queries and provide product information.
• Assist customers with digital banking tools and resolve technology‑related issues.
• Identify and mitigate potential fraud or scam attempts.
• Build relationships, understand customer needs and propose suitable solutions.
• Continuously seek ways to improve the overall customer experience.

Required profile

• Strong communication and listening skills.
• Ability to work flexibly on a rota covering Monday to Saturday, 8 am‑6 pm.
• Customer‑focused mindset with a problem‑solving attitude.
• Willingness to handle a variety of tasks in a fast‑paced branch environment.

Required skills