Customer Experience Advisor

  • Job Reference: Req0990733
  • Date Posted: 2 August 2022
  • Employer: Santander
  • Website: https://www.santanderjobs.co.uk/
  • Location: Kettering, Northamptonshire
  • Salary: On Application
  • Sector: Call Centre / Customer Service
  • Job Type: Flexi

Job Description

Job Description

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'll be asking that you work 65 hours each quarter (based on a calendar year). You may be offered additional hours if there's a business need, and you can choose to do them if you're available. We'll agree the actual hours you'll 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'll be more than just the friendly face and voice of Santander. You'll be a listener and problem solver. Whether you're 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'll never know what the next challenge will be.

What's not in doubt is that you'll have plenty of support. Life in a branch can be busy, varied and challenging, so we're a close-knit team.

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.

  • 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'll 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

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 Kettering 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.

We will be conducting all interviews via telephone or video-conference where possible.

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, 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 £19,500 pro rata

  • Eligible for a discretionary performance-related annual bonus

  • Receive a £500 annual cash allowance to spend on our great range of benefits

  • 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

  • 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 such as private medical insurance, dental insurance, healthcare cash plan and health assessments

  • 24/7 access to an online employee discount platform

  • Share in Santander's success by investing in our Sharesave and Partnership shares plans

  • Support your favourite causes through charitable giving and our community partnerships

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 resourcing@santander.co.uk or call 0870 414 9080.

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