Customer Experience Specialist | S1 | Retail Banking | South Wales & Herefordshire | Cardiff | Internal Mobility

Customer Experience Specialist | S1 | Retail Banking | South Wales & Herefordshire | Cardiff | Internal Mobility 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 Specialist, working in our Cardiff branch. You will be working 35 hours per week, on a rota’d basis Monday to Saturday, between 8am & 6pm . 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. 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: Engage with new and existing customers across multiple engagement channels demonstrating the right behaviours so that the customer experience is always second to none. Working directly with your CBM to help embed the right Customer Interactions priorities with the branches and colleagues you interact with Dealing with more complex customer needs and acting as a point of escalation for your branch Playing a proactive part in a national support structure that ensures colleagues and customers can get help as quickly as possible. Proactively encourage our customers to utilise our digital channels, embracing the flexibility & simplicity this offering brings Helping us be a bank that’s simple for colleagues and customers to deal with 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) A desire and drive for ongoing development, and the ability to encourage this in others (Preferred) Ability to motivate and 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) 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 £25,638.00 together with a £500 flexible benefit allowance and the opportunity to earn a discretionary performance-related bonus of 8% of salary 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. We welcome applications on the understanding that, should you be offered this role, there may be no relocation package available. Santander will pay the employer mandatory government fees that are required to pay in connection with visa sponsorship. You may be liable for your own personal employee immigration and relocation costs. WHAT TO DO NEXT If this sounds like a role you are interested in, then please apply. For further Guidance please visit Internal Mobility - Candidate Guidance . If you want to know more about the opportunity: Please contact: Joel Dixon - [email protected] #LI-DNI