Customer Experience Advisor – Retail Banking (Stratford, London)

About the role

Santander is seeking a Customer Experience Advisor for its Stratford branch in London. The role is 35 hours per week on a rotating schedule (Monday‑Saturday, 8 am‑6 pm) and is a 12‑month fixed‑term contract. You will be the friendly face and voice of the bank, helping customers with cash transactions, technology assistance, phone support and fraud protection.

Key responsibilities

• Act as the first point of contact for customers in‑branch or over the phone.
• Assist with day‑to‑day transactions, queries and servicing.
• Answer customer calls into the contact centre.
• Build relationships and find solutions for customer needs.
• Develop knowledge of Santander’s services and products.
• Identify new ways to improve the customer experience.

Required profile

• Proven ability to deliver outstanding customer service face‑to‑face or via telephony (required).
• Effective communication skills to understand customer needs (required).
• Desire to go above‑and‑beyond for customers (preferred).
• Team‑working skills with a flexible, can‑do approach (preferred).
• Openness to a broad range of activities beyond standard expectations (preferred).
• Ability to adapt to changing business needs and priorities (preferred).

What we offer

• Starting salary of £28,800 per year plus a £500 flexible benefit allowance.
• Discretionary performance‑related bonus of up to 8 % of salary.
• 25 days holiday plus bank holidays (increasing to 26 after 5 years) with the option to purchase up to 5 additional days.
• Voluntary healthcare benefits at discounted rates (medical, dental, health assessments).
• Pension contributions of 8 % of salary (up to 12.5 % if you contribute).
• Company‑funded death‑in‑service benefit and income protection insurance.
• Access to staff share plans, fee‑free current accounts and credit cards.
• Wellbeing support across physical, mental, social and financial pillars, including gym discounts and mental health resources.