Santander
Customer Experience Advisor | S1 | Retail Banking | Lewisham
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Customer Experience Advisor | S1 | Retail Banking | Lewisham
Customer Experience Advisor (S1) – Retail Banking
Location: Lewisham, United Kingdom Hours: 35 per week (rota’d, Monday–Saturday, 8am–6pm)
Apply here – Right to work in the UK required.
About Santander
Santander is an evolving technology-driven organisation, with bold thinking and innovation at its core. Driven by a customer-centric transformation, we empower professionals to grow, innovate, and make a lasting impact while upholding a strong risk culture. As part of Retail & Commercial Banking, you’ll contribute to delivering a seamless, efficient, and value-driven experience for our customers.
About the Role
As a Customer Experience Advisor based at the Lewisham Branch, you’ll be the friendly yet problem-solving face of Santander. This role offers a dynamic and multi-skilled environment where no two days are the same. You’ll assist customers across multiple touchpoints:
- Branch: Handling cash transactions, hedging queries, guiding users with technology, and supporting in the banking hall.
- Call Centre: Engaging with customers over the phone to resolve issues and build relationships.
- Fraud & Scam Prevention: Helping customers navigate security protocols and protect against financial threats.
Your ability to adapt, innovate, and go above-and-beyond will play a crucial role in shaping great experiences. Santander empowers teams through cutting-edge technology, collaboration, and the freedom to introduce new ideas—so thrive in a collaborative environment where your contributions matter.
Key Responsibilities
As a Customer Experience Advisor, you will be responsible for:
- Acting as the first point of contact for customers—both in-branch and over the phone.
- Assisting with daily transactions, queries, and account servicing.
- Resolving issues and building long-term customer relationships.
- Developing expertise in our services and products to better support customers.
- Continuously seeking ways to enhance the customer experience.
- Adhering to safety and compliance protocols, particularly in fraud detection.
- Being a versatile multi-skilled advocate—comfortable with varied tasks and challenges.
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What You’ll Bring
Core Requirements
- Proven ability to deliver exceptional customer service in either face-to-face or telephony environments.
- Strong divisive communication skills—listening to customers’ needs and resolving them effectively.
Preferred Competencies
- A genuine desire to exceed expectations and provide outstanding service.
- The flexibility and adaptability to handle diverse roles and responsibilities.
- Willingness to evolve, embracing change as business and customer needs shift.
- Openness to explore new ideas and support solutions that improve customer journeys.
No formal qualifications are required, but experience or aptitude for a customer-facing role will be valued.
We Value Your Impact
At Santander, we believe that your impact makes a difference—and we reward it. Every contribution, large or small, is recognised, supported, and celebrated.
Competitive Benefits
- Salary Range: £28,800 – £36,379** per annum** (based on experience, location, and qualifications).
- Flexible Salary Allowance: £500** to spend on premium benefits.
- Holiday: 25 days (plus bank holidays), extending to 26 days after 5 years’ service—plus the option for 5 additional contract days.
- Wellbeing Support: Discounted memberships to fitness facilities, free online classes, mental health programs, and family health services like medical, dental, and health assessments.
- Pension: We contribute 8% of your salary—even if you don’t contribute. With a match, we cover up to 12.5%, or you can allocate it towards cash savings.
- Protective Cover: Effective insurance: life assurance, critical illness, income protection, and funeral support for you and your family.
- Employee Share Plans: Invest in our company’s growth through our Staff Share Savings Plan.
- Santander Products: Enjoy priority staff rates (e.g., our Edge Current Accounts and Credit Cards), exclusive deals and discounts.
- **Charity & Community:**Hosted volunteering options that help create meaningful change. International and domestic growth opportunities that help your career progress.
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Santander supports employees through every life stage with enhanced family leave, childcare assistance, and tailored wellbeing programs (including menopause and postpartum support).
Our Commitment to Inclusivity
Santander is an organisation that treats everyone fairly, flexibly, and respectfully. We pride ourselves on being an inclusive employer for people from all backgrounds—regardless of age, gender, disability, marital status, race, religion, or sexual orientation.
Our recruitment process is designed to be accessible, fair, and transparent. We encourage interaction and assure that individuals with disabilities will have appropriate accommodations throughout the procedure.
Why Lewisham?
Before applying, please consider your travel time, costs, and approach to commuting to Lewisham Branch.
Next Steps
If you’re ready to start making a difference, apply now via the Santander careers page.
For assistance during the recruitment process or to request materials in alternate formats, reach us at resourcing@santander.co.uk.
#LI-DNI –Santander Effect: Your small contribution will have a global legacy.
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