Customer Service Consultants - Voice

Customer Service Consultants | S1 P1 | Voice | GlasgowCountry: 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 Service Consultants based out of Glasgow Contact Centre. We’re recruiting for multiple positions, working a 35-hour week between 8am and 8pm, 5 days per week between Monday to Sunday, following a rotating shift pattern of which we’ll give you with 4 weeks’ notice.

This is a fixed term contract role for 12 months, within Santander and an exciting opportunity to play a crucial part in the TSB to Santander integration. Initially, you’ll work from our Glasgow Office full time on-site, focusing on supporting TSB customers throughout their transition to Santander, helping to deliver a smooth and positive experience while ensuring our customers continue to feel confident about their money.

You’ll be joining at an important time, with the opportunity to make a real difference for our customers and help shape their experience as they transition to Santander.

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:

• Supporting customers across telephone and video channels to meet their banking needs
• Helping customers build confidence in using digital banking services, including mobile and online platforms
• Resolving customer queries efficiently and providing clear, practical solutions
• Encouraging digital self-service adoption using customer devices and in-branch technology
• Collaborating with colleagues to deliver a consistent and high-quality customer experience
• Identifying opportunities to improve how we support customers and enhance service delivery

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 (required)

• Passionate about delivering outstanding customer service either from a face to face or a telephony background, previous financial services background isn’t essential as we’ll provide you training
• The ability to listen and communicate effectively with customers to truly understand their needs
• A willingness to learn, develop and build new skills
• A positive and adaptable approach within a fast-paced team environment

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
• The ability to follow established processes while using sound judgement and initiative when needed.
• Openness to taking on a variety of responsibilities and supporting activities outside of day-to-day expectations.
• You will require the right to work in the UK (please see details below)

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 £25,000 together with a £500 flexible benefit allowance and the opportunity to earn a discretionary performance-related bonus of 8% of salary.

• £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.
• 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.

To make this possible, our roles are site-based with a hybrid working pattern, following the completion of onsite training. Once full-time on-site training has been completed, colleagues are then expected to attend the office at least 12 days per month.

When applying, please consider the travel distance, time and cost to your chosen office location(s). 

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 [email protected].

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