Customer Experience Advisor, Santander

S1, Retail Banking, Croydon

£27.1k

Plus opportunity to earn a discretionary performance-related bonus of 8% of salary

Mid and Senior level

London

More information about location

Office located in Croydon, London

Retail and commercial bank

Be an early applicant

Retail and commercial bank

1001+ employees

B2CB2BBanking

Be an early applicant

£27.1k

Plus opportunity to earn a discretionary performance-related bonus of 8% of salary

Mid and Senior level

London

More information about location

Office located in Croydon, London

1001+ employees

B2CB2BBanking

Company mission

To help people and businesses prosper.

Job

Company

Role

Who you are

Proven ability to deliver outstanding customer service either from a face to face or a telephony background (Required)
The ability to communicate effectively with customers to truly understand their needs (Required)
A real desire to go above-and-beyond for customers (Preferred)
Effective team working skills with a flexible, can-do approach to work (Preferred)
Openness to a broad range of activities even if outside of standard expectations (Preferred)
Ability to grow, adapt and change accommodating business needs and priorities (Preferred)

What the job involves

Santander is looking for a Customer Experience Advisor based out of Croydon GS Branch, working 24.5 hours per week, on a rota’d basis Monday to Saturday, between 8am & 6pm
For our customers, you’ll be more than just the friendly face and voice of Santander. You’ll be a listener and problem solver. Whether you’re helping someone with a simple cash transaction, aiding them with technology in the banking hall, transacting with them over the phone or protecting your customers against fraud and scams, you’ll never know what the next challenge will be
What’s not in doubt is that you’ll have plenty of support. Life in a branch can be busy, varied and challenging, so we’re a close-knit team
You’ll be totally flexible in your approach and comfortable in undertaking a broad range of activities. This means not limiting your time and focus on one particular element of your role. You’ll thrive on the variety this gives you and take satisfaction for operating in a multi-skilled environment. You’re the eyes and ears of our business after all
We’re shaping the way we work through innovation, cutting-edge technology, collaboration and the freedom to explore new ideas. To succeed in this role, you will be responsible for:
Acting as the first point of contact for customers in branch or over the phone
Assisting with day-to-day transactions, queries and servicing
Answering customer calls into our contact centre
Building relationships and finding solutions
Developing your knowledge of services and products to help our customers
Identifying new ways to improve the customer experience

Salary benchmarks

Our take

Santander serves 14 million UK customers as a retail and commercial bank. Despite a mixed history, including issues with call centre service, mis-selling PPI, and anti-money laundering control failures between 2012 and 2017, Santander continues to thrive by focusing on innovation, digitalisation, and sustainable, responsible growth.

Recently, Santander has enhanced its digital and mobile services to meet the needs of modern banking customers. This includes the My Home Manager app, which provides mortgage customers with a centralised platform for their information, and increased fraud alerts to protect less digitally literate customers as they transition online. These efforts aim to connect physical and digital channels for a seamless customer experience, positioning Santander to better compete against digital banks like Monzo and Starling.

In addition to these digital advancements, Santander has joined forces with Iberpay in Spain to become inaugural participants in the European Payments Council’s One-Leg Out Cross-border Transactions Instant Scheme (OCT Inst). This initiative is set to introduce global instant transfers, further emphasising Santander's commitment to innovation and enhancing its service offerings in the digital banking landscape.

Freddie

Company Specialist at Welcome to the Jungle

Insights

2% employee growth in 12 months

Glassdoor (3.7)

Trustpilot (1.5)

Company

Company HQ

London, UK

Leadership

Mike Regnier

(CEO)

Former CEO of the Yorkshire Building Society, where they also previously worked as Chief Customer Officer and Chief Commercial Officer.

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