Customer Experience Advisor – Retail Banking (Kirkwall)

About the role

Join Santander’s Kirkwall branch as a Customer Experience Advisor, working 35 hours per week on a rotating schedule. You will be the friendly face and voice of the bank, helping customers with everyday transactions, technology assistance, and fraud protection.

Key responsibilities

• Act as the first point of contact for customers in‑branch and over the phone.
• Process cash transactions, handle queries and provide routine banking services.
• Assist customers with digital banking tools and resolve technology‑related issues.
• Identify and prevent fraud and scams, safeguarding customer assets.
• 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.
• Problem‑solving mindset with a customer‑focused attitude.
• Flexibility to work a rota covering Monday to Saturday, 8 am–6 pm.
• Ability to handle a variety of tasks in a fast‑paced branch environment.

Required skills

What we offer

• Supportive, close‑knit team environment.
• Opportunities to develop knowledge of banking products and services.
• Exposure to innovative technology and continuous improvement initiatives.