Job Description

Customer Experience Executive | S1 | Retail & Business Banking | C&P South West & South Wales | Launceston & Plympton

Country: United Kingdom

IT STARTS HERE

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 contribute to help more people and businesses prosper. We embrace a strong risk culture and all our professionals at all levels are expected 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 Executive, working within C&P South West & South Wales team, based in Cornwall & Devon Market, including Launceston & Plympton Locals.

This role is on a fixed term contract for 12 months.

You will be working 35 hours per week, on a rota’d basis Monday to Saturday, between 8am & 6pm.

As a Customer Experience Executive, you’ll be there for our customers in the moments that matter embodying Santander’s purpose to make our customers better happen.

Working in an agile and flexible way to ensure Santander always provide an excellent customer experience, no matter how our customers chose to contact us, working across the Santander estate.

No two days are the same; as well as fulfilling our customers financial needs you will also work as a brand ambassador, both internally and externally, and be a visible presence in the local community. You will also support branch managers in coaching new and existing staff to reach their full potential.

This is an exciting opportunity for a colleague looking to take the next step in their career within a Santander Branch.

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:

• Providing coaching to existing and new colleagues
• Fulfilling customer financial needs through meaningful educational conversations
• Providing basic core servicing and transactions across all channels
• Acting as a brand ambassador Inc hosting of Community initiatives and events
• Supporting branch leaders, when and where required
• Being an advocate of Santander’s digital offerings

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.

Professional Experience:

• Proven ability of supporting complex customer interactions through to successful resolution across all channels, which underlines your credibility in delivering a second to none experience that inspires others (Required)
• Experience of fulfilling customer requests to open products in a branch environment in a compliant way, following the processes laid out in a timely manner whilst exhibiting a digital first approach (Required)
• Currently working as a Customer Experience Specialist, Personal Banker, Customer Experience Consultant or Branch Manager in the branch network (Required)
• A commitment and drive for ongoing development, and the ability to encourage this in others (Preferred)
• Experience in mentoring & coaching new & existing colleagues. To inspire colleagues through role modelling the TEAMS behaviours (Preferred)
• The ability to interpret and use data and MI to enhance the customer experience (Preferred)
• The ability to influence stakeholders to improve our approach and processes (Preferred)
• Proven experience of working in a goal orientated environment (Preferred)
• Ability to work proactively and manage workload effectively (Preferred)
• Experience in hosting and supporting in local community initiatives to drive Santander’s brand and offering in the market (Preferred)

WE VALUE YOUR IMPACT

At Santander, your contribution matters. We recognise the difference you make every day, and we make sure you feel valued, supported and rewarded in return.

Here, recognition goes beyond pay. It’s about the pride you feel in your work, the impact you have on customers and communities, and the opportunities you have to grow and thrive — personally and professionally.

The starting salary is £26,554.00 together with a £500 flexible benefit allowance and the opportunity to earn a discretionary performance-related bonus of 8% of salary.

• 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.
• Voluntary healthcare benefits at discounted rates. Including: medical insurance, dental insurance, and health assessments
• We put 8% of salary into your pension, even if you don’t contribute yourself. We’ll pay in up to 12.5% of salary, if you contribute as well, 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, and the 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.
• As a Santander UK employee, you are able to request staff versions of our products like our Edge Current Accounts and Credit Cards with no fees, as well as apply to many other deals and discounts in Santander products and services
• Competitive rewards that reflect the real impact you make and the value you bring.
• Wellbeing that goes beyond work — we work with a range of wellbeing partners across our 4 pillars of wellbeing (physical, mental, social and financial) to give you access to a suite of apps, discounted gym and fitness access, 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.

LOCAL COMPLIANCE

At Santander, we’re proud to be an inclusive organisation 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.

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

Right to work in the UK

• All candidates must have the right to work in the UK to commence employment with Santander.

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

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