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WHAT YOU WILL BE DOING

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We are currently recruiting Customer Experience Advisor with a starting package of £23,184, this is made up of a base salary of £21,200 along with an additional £500 flexible benefit and up to a £1484 discretionary performance related bonus.

For our customers, you’ll be more than just the friendly face and voice of Santander. You’ll be a listener and problem solver.

As a Customer Experience Advisor colleague, you will be the first point of telephone contact for our customers, this will involve a lot more than just answering questions.

We’re passionate about helping people and businesses prosper and we strive to be simple, personal and fair in everything we do. That’s why we’ve built a culture of respect, where everyone is empowered to keep their promises and go above-and-beyond for our customers, colleagues and the communities we serve.

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.

The difference you’ll make.

• Ensuring we do the right thing for our customers and tenacious in putting things right when things do go wrong, dealing Fraud, Scam and payment queries, helping customers and providing a service that is second to none.
• Building natural rapport and ability to engage in a way that makes our customers feel valued.
• Resolving account queries, following a common-sense approach.
• Sharing best practice with our colleagues.

What you’ll bring.

• Exceptional listening and communication skills with the ability to show empathy in a customer situation
• Experience of working within a customer services role, previous telephony experience not essential
• You will require the right to work in the UK (please see details below)

It would also be nice for you to have.

• Knowledge and understanding of internal processes and procedures, good computing, and numeracy skills.
• Strong teamwork with a high level of motivation.
• 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.

This is a full-time role 35 hours per week as per the shift patterns below.

You will be based in our Bradford office with opportunity to sometimes to work from home.

• Option 1 (Condensed 4 day week) - In a full-time role working 4 days a week, 35 hours across either Wednesday – Saturday, or Sunday – Wednesday 8:45am – 6:30pm

• Option 2 - In a full-time role working 35 hours across Monday – Friday 12pm – 8pm, no weekends.

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

Everyday Inclusion.

At Santander we’re 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’ll reward you.

In addition to your salary, we offer a wide range of benefits that you can choose from and tailor to your needs. For part-time / contract roles, your salary, bonus (where eligible) and certain benefits will be prorated to reflect your working hours / contract duration.

• Starting salary of £21,200 plus a £500 annual cash allowance to spend on our great range of benefits.
• 25 days’ 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’s 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’re 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 telephone, email, or face to face. You can contact us at [email protected] or call 0870 414 9080.