Customer Experience Advisor | S1 | Retail Banking | Cardiff Queen Street Branch

Santander UK plc.; United Kingdom; On-site; GBP 24,000; Full time

Job summary

A major UK bank is seeking a Customer Experience Advisor at their Cardiff Queen Street Branch. The role involves providing outstanding customer service both in branch and over the phone, assisting with day-to-day transactions, and developing solutions for customers' needs. Successful candidates will possess strong communication and team working skills, and be adaptable to varying responsibilities. The position offers a starting salary of £24,000, generous holiday allowance, and various employee benefits in a supportive environment.

Benefits

Starting salary of £24,000

25 days’ holiday plus bank holidays

Voluntary healthcare benefits

Pension contribution

Wellbeing support

Flexibility for life stages

Qualifications

• Proven ability to deliver outstanding customer service either face-to-face or via telephony.
• Effective communication skills to truly understand customer needs.
• A genuine desire to go above-and-beyond for customers.

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.
• Build relationships and find solutions.

Skills

Outstanding customer service

Effective communication

Team working skills

Adaptability

Job description

IT STARTS HERE

Santander (www.santander.com) is evolving from a global, high-impact brand into a technology-driven organisation. Our people are at the heart of this journey. We are driving a customer‑centric transformation that values bold thinking, innovation and the courage to challenge what’s possible.

Our mission is to help people and businesses prosper. We embrace a strong risk culture and expect all professionals to take a proactive and responsible approach towards risk management.

Retail & Commercial Banking is a global business integrating all our retail and commercial banking activities to better serve our customers, improve efficiency and drive value creation.

THE DIFFERENCE YOU MAKE

Santander is looking for a Customer Experience Advisor based at Cardiff Queen Street Branch, working 35 hours per week on a rota‑ded basis Monday to Saturday, between 8am & 6pm.

As a Customer Experience Advisor you will be available to the branch frontline and the telephone line, listening and solving customer problems. You will be a support pillar for our community of customers and be able to adapt to a broad range of activities.

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 our contact centre.
• Build relationships and find solutions.
• Develop knowledge of services and products to help customers.
• Identify new ways to improve the customer experience.

PROFESSIONAL EXPERIENCE

• Proven ability to deliver outstanding customer service either face‑to‑face or via telephony (Required).
• Effective communication skills to truly understand customer needs (Required).
• A genuine desire to go above‑and‑beyond for customers (Preferred).
• Effective team working skills with a flexible, can‑do approach to work (Preferred).
• Receptive to a broad range of activities even if outside standard expectations (Preferred).
• Ability to grow, adapt and change accommodating business needs and priorities (Preferred).

WE VALUE YOUR IMPACT

Benefits include:

• Starting salary of £24,000 plus a £500 annual cash allowance to spend on a range of benefits.
• 25 days’ holiday plus bank holidays, increasing to 26 days after 5 years of service, with the option to purchase up to 5 contractual days per year.
• Voluntary healthcare benefits at discounted rates including medical, dental and health assessments.
• We contribute 8% of salary into your pension, with an option to increase up to 12.5% of salary; you may also opt for some contribution as cash.
• Protection for you and your family, with company‑funded death‑in‑service benefit, income protection insurance and optional discounted rates for additional life assurance and critical illness cover.
• Share plan participation and the ability to request staff versions of Santander products at no fees and other discounts.
• Competitive rewards reflecting real impact and value.
• Wellbeing support across physical, mental, social and financial pillars, with access to apps, discounted gym and fitness access, online classes, flexible healthcare and mental health support.
• Flexibility for life stages – enhanced family leave, childcare options and tailored wellbeing support.
• Opportunities for time to give back through volunteering, and global growth opportunities across the international network.

RECOGNITION AND OTHERS

Ready to be recognised? It starts with you.

LOCAL COMPLIANCE

We are proud to be an inclusive organisation. Santander provides equal opportunities for everyone – regardless of age, gender, disability, civil status, race, religion or sexual orientation. We are committed to a fair and welcoming recruitment experience.

When applying, consider travel distance, time and cost to the branch location.

RIGHT TO WORK IN THE UK

• Every individual must have the right to work in the UK to commence employment with Santander either by nationality, visa or work permit. If you require a visa/permit this will not influence our decision; however, if you do not have a right to work or your application is unsuccessful, Santander will withdraw any conditional offer.
• We welcome applications knowing relocation costs may not be covered; the employer will pay mandatory government fees for visa sponsorship.

WHAT TO DO NEXT

If this sounds like a role you are interested in, please apply. For assistance with the recruitment process – including alternative formats or additional support – contact us by email at [e-mail].