Customer Experience Executive | S1 | Retail & Business Banking | C&P London | Piccadilly| Internal M

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.

DIFFERENCE YOU MAKE

Santander is looking for a Customer Experience Executive, working within C&P London team, based in Central London, based out of Piccadilly Branch, including Hackney & Holloway Road locals.

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.

• 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.

Salary Range: 
£29,954.00 - £42,288.00 per annum (depending on experience)

This salary range represents the expected remuneration for the role. Annual salary is based on a standard 35-hour working week. Actual salary offered will depend on skills, experience, qualifications and location.

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.

SECONDMENT OR FTC ROLES:

IMPORTANT INFORMATION FOR INTERNAL APPLICANTS:

• If you are currently employed by Santander UK plc on TSB Legacy terms and choose to apply for this Santander fixed term vacancy, please be aware that, if successful, you will move onto full Santander terms and conditions of employment and will no longer be part of the TSB Legacy population with effect from the start date of your new role.  Please also note that if the role you accept is a secondment role, this change will also apply to your substantive/home role (i.e. the role to which you would normally return at the end of your secondment): you will no longer be TSB Legacy for either your secondment role or your substantive/home role with effect from the start date of the secondment role.  If you have any questions about what this means, you should raise them during the application process or log a ticket with Ask HR.
• If you are currently employed by TSB and the role you accept is a secondment role (rather than a fixed term contract), this will not impact the terms and conditions of your substantive/home role (and you will remain employed by TSB on your current terms and conditions until your employment transfers to Santander under TUPE). 

WHAT TO DO NEXT

This role is based within C&P London, Central London Market

This is a 12 Month FTC role. The working hours will be full time, 35 hours per week, between the hours of Monday – Saturday, 8am – 6pm.

If this sounds like a role you are interested in, then please apply.

For specific information regarding this vacancy, please contact: Tommy Graney [email protected]

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