Customer Service Executive, Santander

Corporate & Commercial Banking

£25-28.7k

+ £500 annual cash allowance

Entry and Junior level

Glasgow

More information about location

Retail and commercial bank

Be an early applicant

Retail and commercial bank

1001+ employees

B2CB2BBanking

Be an early applicant

£25-28.7k

+ £500 annual cash allowance

Entry and Junior level

Glasgow

More information about location

1001+ employees

B2CB2BBanking

Company mission

To help people and businesses prosper.

Job

Company

Role

Who you are

Our people are our greatest strength. Every individual contributes unique perspectives that make us stronger as a team and as an organisation. We’re enabling teams to go beyond by valuing who they are and empowering what they bring
Excellent communications skills, with the ability to convey complex written and verbal information in a clear manner. (Required)
A customer-focussed mindset – with a “Just Ask Once” mentality. (Required)
An ability to understand procedural and policy guidelines. (Required)
English (Required)
A good level of computer literacy and the ability to learn new skills quickly
Every individual must have the right to work in the UK to commence employment with Santander either by way of nationality, visa or work permit. If you do require a working visa / permit this will not influence our decision on whether to progress your application. However, if you do not have a right to work, or an application for a working visa / permit is unsuccessful, Santander will not proceed with your application and will withdraw any conditional offer previously made

What the job involves

Client Services is looking for a Customer Service Executive based out of Glasgow
We’re shaping the way we work through innovation, cutting-edge technology, collaboration and the freedom to explore new ideas
Servicing inbound calls and emails from external clients and internal stakeholders, providing support ranging from everyday banking to more complex needs such as account mandate changes and payment traces
Processing domestic and international payments via Faster Payments and CHAPS
Liaising with Subject Matter Experts to identify solutions to more complex requests
Being at the forefront of identifying fraudsters and escalating concerns appropriately
Demonstrating personal ownership and a tenacity for resolving client queries at the first point of contact
Achieving Key Performance Indicators relating to Quality Assurance
Demonstrating Santander’s 5 TEAMS behaviours: Think Customer, Embrace Change, Act Now, Move Together, Speak Up

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.