Customer Experience Advisor – Retail Banking (Keighley)

About the role

Join Santander’s Keighley branch as a Customer Experience Advisor, delivering friendly, knowledgeable service to our retail banking customers. Working 35 hours per week on a rotating schedule, you will be the first point of contact for customers in‑branch and over the phone, helping them with everyday transactions, technology assistance, and fraud prevention.

Key responsibilities

• Act as the primary contact for customers visiting the branch or calling the contact centre.
• Process cash transactions, account queries and routine banking services.
• Provide guidance on digital banking tools and assist customers with technology use.
• Identify and mitigate potential fraud or scam attempts.
• Build relationships, understand customer needs and propose suitable solutions.
• Continuously develop knowledge of Santander’s products and services.
• Suggest improvements to enhance the overall customer experience.

Required profile

• Availability to work 35 hours per week on a Monday‑to‑Saturday rota (8 am‑6 pm).
• Strong communication and listening skills.
• Ability to handle cash and perform accurate transactions.
• Comfortable using banking technology and assisting customers with digital channels.
• Team‑oriented mindset with a flexible, multi‑skilled approach.

Required skills

What we offer

• Supportive, close‑knit team environment.
• Opportunities for continuous learning and product knowledge development.
• Exposure to a technology‑driven banking transformation.