Customer Experience Advisor | S1 | Retail Banking | Wembley

Join to apply for the Customer Experience Advisor | S1 | Retail Banking | Wembley role at Santander UK

Country: United Kingdom

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

This is more than a strategic shift. It’s a chance for driven professionals to grow, learn, and make a real difference.

Our mission is to help people and businesses prosper. We embrace a strong risk culture and expect all professionals at all levels to take a proactive and responsible approach toward 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 out of Wembley Branch, working 35 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:

• 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 our customers.
• Identify new ways to improve the customer experience.

What You’ll Bring

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.

The following requirements represent the knowledge, skills, and abilities essential for success in this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Proven ability to deliver outstanding customer service either from a face‑to‑face or a telephony background. (Required)
• 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)

We Value Your Impact

• Starting salary of £26,161 plus a £500 annual cash allowance.
• 25 days’ holiday plus bank holidays, increasing to 26 days after five years of service, with the option to purchase up to five contractual days per year.
• Voluntary healthcare benefits at discounted rates, including medical, dental and health assessments.
• We put 8% of salary into your pension. We’ll pay up to 12.5% if you contribute, and you can take some of our contribution in cash if you prefer.
• Protection for you and your family, with company‑funded death‑in‑service benefit and income protection insurance, plus discounted rates for additional life assurance and critical illness cover.
• Share in Santander’s success by saving or investing in our share plans.
• As a Santander UK employee, you can request staff versions of our products with no fees and many other deals and discounts.
• Competitive rewards that reflect the real impact you make and the value you bring.
• Wellbeing beyond work – support across physical, mental, social and financial pillars via apps, discounted gym, weekly online classes, flexible healthcare and mental health support.
• Support for every life stage – from menopause and pregnancy to parenthood and beyond, with enhanced family leave, childcare options and tailored wellbeing support.
• Time to give back through volunteering opportunities that let you make a difference in the communities we serve.
• Global growth opportunities to shape your career, learn new skills and explore what’s possible across our international network.

Ready to be recognised? It starts with you.

When applying, please consider travel distance, time and cost to your chosen branch location.

Local Compliance

At Santander, we’re proud to be an inclusive organization that provides equal opportunities for everyone—regardless of age, gender, disability, civil status, race, religion or sexual orientation.

We’re committed to creating a recruitment experience that’s accessible, fair and welcoming for all candidates.

We want our people to thrive—at work and at home—while delivering the best outcomes for our customers and supporting each other to grow.

Right to work in the UK

Every individual must have the right to work in the UK to commence employment. If you require a working visa or permit, it will not influence our decision. However, if you do not have a right to work, or a visa application is unsuccessful, we will not proceed with your application and will withdraw any conditional offer.

We welcome applications on the understanding that, should you be offered this role, there may be no relocation package available. Santander will pay the employer mandatory government fees that are required to pay in connection with visa sponsorship. You may be liable for your own personal employee immigration and relocation costs.

What To Do Next

If this sounds like a role you are interested in, then please apply.

If there’s anything we can do in the recruitment process to help you achieve your best, get in touch. Whether it’s a copy of our application form in another format or additional assistance, we’re available through email. You can contact us at resourcing@santander.co.uk.

Seniority level

• Entry level

Employment type

• Full‑time

Job function

• Sales, Public Relations, and Customer Service