Job Description

Customer Experience Advisor | S1 | Everyday Banking | Lowestoft

Country: United Kingdom

WHAT YOU WILL BE DOING

Join our community

We are currently recruiting for a Customer Experience Adviser to help cover peak periods and holidays; this is a flexible contract enabling you to balance your work commitments with other things you want to do. This role also offers the additional flexibility of working both at the branch and at your home. We\xe2\x80\x99ll be asking that you work 65 hours each quarter (based on a calendar year). You may be offered additional hours if there\xe2\x80\x99s a business need, and you can choose to do them if you\xe2\x80\x99re available. We\xe2\x80\x99ll agree the actual hours you\xe2\x80\x99ll work in advance with you, so that we can align the times when our customers most need our support, balancing your personal commitments outside working hours.

For our customers, you\xe2\x80\x99ll be more than just the friendly face and voice of Santander. You\xe2\x80\x99ll be a listener and problem solver. Whether you\xe2\x80\x99re 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\xe2\x80\x99ll never know what the next challenge will be.

What\xe2\x80\x99s not in doubt is that you\xe2\x80\x99ll have plenty of support. Life in a branch can be busy, varied and challenging, so we\xe2\x80\x99re a close-knit team. You\xe2\x80\x99ll 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\xe2\x80\x99ll thrive on the variety this gives you and take satisfaction for operating in a multi-skilled environment. You\xe2\x80\x99re the eyes and ears of our business after all.

The difference you\xe2\x80\x99ll make.

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

What you\xe2\x80\x99ll bring.

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)

It would also be nice for you to have.

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 else you need to know.

The role is based in our Lowestoft branch; however, you may be required to be flexible to work in other branches within a reasonable travel distance of your home, as per business requirements.

This is a flexible part-time role, and you will be required to work a minimum of 65 hours per quarter agreed in advance between you and your manager. You will be working when our customers need us most during peak periods and covering other team members holidays and absence. Additional hours may be available dependent on the needs of the business.

If you are successful in reaching interview stage, your interview will be conducted remotely via MS Teams.

Everyday Inclusion.

At Santander we\xe2\x80\x99re creating a thriving workplace where all colleagues feel they belong and are supported to succeed. We all help to make Santander a workplace that celebrates diversity and attracts, retains and develops the most talented and committed people through living our values of Simple, Personal, and Fair.

How we\xe2\x80\x99ll reward you.

In addition to your salary, we offer a wide range of benefits that you can choose from and tailor to your needs, and this flexible part-time role your salary, bonus (where eligible) and certain benefits will be pro-rated to reflect your working hours.

Starting salary of \xc2\xa321,200 pro rata plus a \xc2\xa3500 annual cash allowance to spend on our great range of benefits.

25 days\xe2\x80\x99 holiday plus bank holidays, which increases to 26 days after 5yrs service, with the option to purchase up to 5 contractual days per year

Eligible for a discretionary performance-related annual bonus.

Voluntary healthcare benefits at discounted rates. Including: Bupa medical insurance, dental insurance, healthcare cash plan and health assessments

Free access to wellbeing apps and up to three weekly online classes via our partnership with Gympass.

Pension with generous contributions of up to 12.5% from Santander, depending on your own contribution and length of employment with us

Support your favourite causes through charitable giving and our community partnerships

Share in Santander\xe2\x80\x99s success by investing in our share plans

24/7 access to an online employee discount platform including retailers, entertainment, eating out, travel and more

Right to work in the UK.

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 to do next.

If this sounds like a role you\xe2\x80\x99re interested in, then please apply.

If there\xe2\x80\x99s anything we can do in the recruitment process to help you achieve your best, get in touch. Whether it\xe2\x80\x99s a copy of our application form in another format or additional assistance, we\xe2\x80\x99re available through telephone, email, or face to face. You can contact us at resourcing@santander.co.uk or call 0870 414 9080.

Santander