Customer Service Consultant, Santander

TSB, Branch Banking, 12 Month Fixed Term Contract

$26.9k

OTE

$24.7k

BASE

+ Discretionary performance-related bonus of 5% of salary

Junior and Mid level

Edinburgh

Retail and commercial bank

Be an early applicant

Retail and commercial bank

1001+ employees

B2CB2BBanking

Be an early applicant

$26.9k

OTE

$24.7k

BASE

+ Discretionary performance-related bonus of 5% of salary

Junior and Mid level

Edinburgh

1001+ employees

B2CB2BBanking

Company mission

To help people and businesses prosper.

Job

Company

Role

Who you are

Experience delivering excellent customer service across multiple channels
Experience supporting customers with financial products or services
Experience working in a collaborative team environment

What the job involves

In this role, you’ll play a key part in helping customers feel confident, capable and in control of their finances. You’ll support personal banking customers to make the most of digital banking, while delivering a personalised, human experience that builds long-term trust and loyalty
We’re shaping the way we work through innovation, collaboration and the use of digital tools to make banking simpler for our customers. To succeed in this role, you will be responsible for:
Supporting customers across face-to-face, telephone and video channels to meet their banking needs
Helping customers build confidence in using digital banking services, including mobile and online platforms
Understanding customer needs and proactively identifying the most suitable products and services
Resolving customer queries efficiently and providing clear, practical solutions
Building strong, lasting relationships through personalised service and regular engagement
Encouraging digital self-service adoption using customer devices and in-branch technology
Collaborating with colleagues to deliver a consistent and high-quality customer experience
Identifying opportunities to improve how we support customers and enhance service delivery

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.