Customer Experience Advisor, Santander
£21.5-23.2k
Office located in Lewisham, London
Retail and commercial bank
Job no longer available
Retail and commercial bank
1001+ employees
Job no longer available
£21.5-23.2k
Office located in Lewisham, London
1001+ employees
Company mission
To help people and businesses prosper.
Role
Who you are
- Proven ability to deliver outstanding customer service either from a face to face or a telephony background
- The ability to communicate effectively with customers to truly understand their needs
- You will require the right to work in the UK (please see details below)
Desirable
- A real desire to go above-and-beyond for customers
- Effective team working skills with a flexible, can-do approach to work
- Openness to a broad range of activities even if outside of standard expectations
- Ability to grow, adapt and change accommodating business needs and priorities
What the job involves
- 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
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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