Customer Experience Advisor | S1 | Retail Banking | Lerwick Branch

Role Overview

The Customer Experience Advisor will be the first point of contact for customers in branch or over the phone, assisting with day-to-day transactions, queries, and servicing. They will build relationships and find solutions, develop knowledge of services and products, and identify new ways to improve the customer experience.

What You Will Do

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.

Why It Might Be a Fit

We value your impact, recognizing the difference you make every day, and we make sure you feel valued, supported, and rewarded in return.

Requirements

• 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
• 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

Benefits

• Flexible benefit allowance
• Discretionary performance-related bonus of 8% of salary
• 25 days’ holiday plus bank holidays, increasing to 26 days after 5yrs service
• Option to purchase up to 5 contractual days per year
• Voluntary healthcare benefits at discounted rates
• Pension contribution
• Death-in-service benefit and income protection insurance
• Option to take advantage of discounted rates for additional life assurance and critical illness cover
• Share in Santander’s success by saving or investing in our share plans
• Competitive rewards
• Wellbeing support
• Support for every life stage
• Volunteering opportunities
• Global growth opportunities