Customer Service Advisor, Santander

£17.4k–£18.3k per year

in Darlington

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Job description

From £17,370 to £18,284 per annum dependent on experience

Customer Service Advisor |S1| Homes

Dual Location - Teesside

Thornaby, United Kingdom


Join our community.

At Santander we’re driven by our purpose - to help people and businesses prosper. We help our customers at the moments that matter most and champion businesses to help them to grow sustainably. That’s why we’re building a community to be a digital bank with a human touch and deliver an outstanding customer experience living our values of Simple, Personal and Fair.

For our callers, who could be Customers, Solicitors, Brokers, or internal colleagues, you’ll be more than just the friendly voice of Santander. You’ll be a listener and problem solver at critical and key moments in a customer’s life. It’s what makes this role so rewarding. Whether you’re helping someone about to move into their new dream home, or congratulating them for repaying their mortgage in full, you’ll never know what the next caller might need, and no two customers are the same.

The difference you will make.

  • Servicing inbound calls from customers, brokers, solicitors and 3rd parties, either through personal ownership or by liaising with other areas (such as internal Departments; escalating issues or complaints), according to the process
  • Using various systems to ensure all queries raised are fully answered, ensuring the account is accurately updated to reflect conversations
  • Performing high value transactions on customers’ accounts,
  • Achieving Key Performance Indicators such as Quality Assurance targets and AHT targets
  • Displaying Santander’s 9 behaviours in conjunction with our Mortgage Centre of Excellence ethos

What you will bring.

  • Excellent communication and customer service skills (such as articulate, clear, good listening/questioning skills, showing empathy where appropriate)
  • Strong computer and numeracy skills with the ability to navigate around multiple systems at pace
It would also be nice for you to have.
  • Resilience and problem-solving skills
  • A structured approach to work and well organised
  • Excellent attention to detail to ensure quality standards are maintained
  • Flexible, approachable and works well under pressure

What our people say.

“What’s not in doubt is that you’ll have plenty of support. Life in Mortgage and Loans can be busy and challenging, so we know how important it is we all help and support each other in our close-knit teams. We take each other seriously too. If you have an idea about how we can improve things, we want to hear it. You’re the eyes and ears of our business after all.”

What else you need to know.

This role is based remotely but will require you to be within a reasonable travelling distance from our Teesside office as our contract requires flexibility to attend the site for meetings/training.

We’re recruiting full-time roles where shifts will be scheduled within our opening hours which are 08:00-19:00 Monday-Friday & 09:00-14:00 Saturday (lieu days will be given when working Saturdays).

Given the impact of the Coronavirus outbreak we will be conducting all interviews via telephone or video-conference where possible.

At Santander, we each take personal responsibility for managing risk by embracing the I AM Risk framework - to Identify, Assess, Manage and Report risks, and to continuously build a deeper understanding of the risks we face. It is an important part of our culture at Santander and we will provide you with knowledge to help you manage risks in your role.

#ThePlaceToBeYourself – Everyday Inclusion at Santander

We are committed to making sure all our colleagues feel they belong and are supported to succeed. Our customers come from a wide range of backgrounds, and so do our people, so we welcome applications from across society.

You can find out more about how we’re embedding an inclusive culture that encourages our people to bring their full and authentic selves to work on our Inclusion and Belonging page here.

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.

  • Starting salary between £17,370 - £18,284 (dependent on experience)
  • Eligible for a discretionary performance-related annual bonus
  • Receive a £500 annual cash allowance to spend on our great range of benefits.
  • 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
  • Benefits supporting you and your family, such as death-in-service benefit, income protection, and voluntary life assurance and critical illness cover
  • 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

For more information about our wide range of benefits and family friendly policies visit our website.

What to do next:-

For this role we have partnered with HireVue and are using their Video Assessment tool. This means you will have some video interview questions, a couple of gamified assessments and a written question to answer.

We want you to be able to complete your assessment anytime, anywhere – with ease. We also take seriously our commitments to Climate Change and with new approach, no one has to drive, catch a bus or train to come for an interview, meaning this is much better for our planet as well.

You will receive your assessment the next working day of your application, so please check your inbox.

If this sounds like a role you’re interested in, then please click apply below.

This job was originally posted as www.totaljobs.com/job/95515099

How this job measures up

Bank cashiers at Santander are typically paid £9.58–12.22 an hour. This job pays £17.4k–£18.3k per year.

63 people shared what they think about this job…

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  • Head office doesn’t understand the frontline

    Do bank cashiers think Santander head office understands what's happening where they work?

    People think head office doesn’t understand what’s happening where they work

    How we know this

    88% of people think that this employer’s head office or owners don’t have a good understanding of what’s really happening where they work

    Based on information from 8 job reviews

    Why this matters

    At a good job, the role of head office should be to support the people on the frontline serving customers.

    To do that properly, the company’s owners or head office need to have a good understanding of what’s really happening on the frontline. This is especially important when a company owns multiple locations.

  • People feel stressed

    Is it stressful for bank cashiers to work at Santander?

    People feel stressed here

    How we know this

    89% of people say they often feel stressed at work

    Based on information from 9 job reviews

    Why this matters

    Work isn’t always easy, but if you’re frequently feel stressed, that’s not good.

    Your employer should support you with enough people and resources to get your job done without feeling overwhelmed.

  • People don’t recommend their team

    Do bank cashiers at Santander recommend working with their team?

    Very few people recommend working with their team

    How we know this

    78% of people report that they wouldn’t recommend working with their immediate team to a friend

    Based on information from 9 job reviews

    Why this matters

    A good job means enjoying the place where you work.

    The people you work with every day really matter. They can be the difference between a terrible day and a great one.

    If you’d recommend your team to a friend, this shows that something’s going right.

Not great
  • Breaks aren’t paid

    Do bank cashiers at Santander get paid breaks?

    Not always. Most people don’t get paid breaks

    How we know this

    67% of people say they don’t get paid breaks

    Based on information from 9 job reviews

    Why this matters

    A good job should have paid breaks.

    You should be paid for all your time at work, whether you’re on a break or not.

  • People are paid below market rates

    Does Santander pay bank cashiers market rates?

    Most people are not paid market rates

    How we know this

    56% of people are paid below the typical pay for the type of work they do

    Based on information from 9 job reviews

    Why this matters

    Pay can vary a lot between types of job. Employers should be ensuring that the rates their staff are paid are in line with similar roles elsewhere.

  • Easy to book holiday

    How easy is it for bank cashiers to book a holiday at Santander?

    Most people find it easy to book holidays

    How we know this

    63% of people report it’s easy to book holidays

    Based on information from 8 job reviews

    Why this matters

    A good job should let you take time off when you need it, and it shouldn’t be a nightmare to arrange.

  • Opportunities to progress

    Are bank cashiers given support to progress at Santander?

    Most people are given support to progress here

    How we know this

    In the last year, 63% of people report being given an opportunity to get better at their job, learn a new skill, learn to manage a team or get more responsibility in their role

    Based on information from 8 job reviews

    Why this matters

    A good job should help you progress at work, if you want to. That might be supporting you to get better at the job you currently have, learn something new, manage a team or take on more responsibilities.

    This means you’ll be able to build on your skills and experience, and earn more money.

  • Easy to take sick leave

    How easy is it for bank cashiers to take sick leave at Santander?

    People find it easy to take sick leave

    How we know this

    75% of people report that it’s easy to take time off if they are sick

    Based on information from 8 job reviews

  • Enough training

    Do bank cashiers get enough training when they start at Santander?

    People get enough training when they start

    How we know this

    88% of people report they got enough training when they started working here

    Based on information from 8 job reviews

    Why this matters

    A good job should give you good training when you start, not just drop you in at the deep end.

    This means that you’ll be happier and more productive from day one and shows that your employer values you.

    It’s also very important if your job involves anything that could be dangerous. Good training from the outset keeps you and your team safe.

  • People are paid enough to live on

    Does Santander pay bank cashiers enough to live on?

    People are paid enough to live on

    How we know this

    88% of people say they are paid at or above the Real Living Wage for where they live

    Based on information from 8 job reviews

    Why this matters

    Everyone should be paid enough to live on.

    The Real Living Wage is a voluntary rate employers can sign up to that is based on the real cost of living.

    The Real Living Wage is currently £9.50 per hour, and £10.85 per hour in London.

  • People get proper breaks

    Do bank cashiers at Santander get proper breaks?

    People get proper breaks

    How we know this

    75% of people report that they get to take proper breaks

    Based on information from 8 job reviews

    Why this matters

    When you take a break it should be a proper rest. It should last the full duration and you shouldn’t get pulled off it.

  • People get sick pay

    Does Santander pay bank cashiers sick pay?

    Yes. People get proper sick pay

    How we know this

    100% of people say they would get paid if they were sick but scheduled to work

    Based on information from 8 job reviews

    Why this matters

    Everyone gets sick sometimes. You should be able to take time off without worrying.

    At a good job you should still get paid if you’re scheduled to work but can’t due to sickness. Your contract should say how many sick days you can take each year.

    This is more than the legal minimum, which says you should only get paid if you are unwell for 4 full days. See Citizens Advice for more details.

  • Managers are respectful

    Do bank cashiers at Santander feel treated by respect by their managers?

    People feel treated with respect by their managers

    How we know this

    75% of people say they’re treated with respect by their managers

    Based on information from 8 job reviews

    Why this matters

    Everyone should get treated with respect by their managers. You shouldn’t feel discriminated against or bullied, and if you have a problem you should be able to speak to someone about it.

  • Well informed about head office

    Do bank cashiers feel well informed about how Santander is doing?

    People feel well informed about how the company is doing

    How we know this

    88% of people feel that they are kept well informed about how the company is doing as a whole

    Based on information from 8 job reviews

    Why this matters

    At a good job, there should be a supportive relationship between the people working on the frontline serving customers and the people who own the company or work in head office.

    You should be kept informed about how the company is doing as a whole, both in good times and when things get tough for the business.

What employees are saying about Santander

  • Best thing

    I get paid for breaks
    Some of the staff I have met and became friends with

    Worst thing

    Unsupportive. If you have bad mental health don’t work here or if you have medical issues. They don’t like people going off sick


    Contact centre advisor, January 2021

  • Best thing

    getting off work
    manager is easy to deal with
    easy to book holidays

    Worst thing

    customer attitude
    sick days aren’t allowed
    cannot work from home


    Customer service advisor, February 2021

  • Best thing

    I work with amazing people and the support they given during the pandemic is second to none

    Worst thing

    Current workload but it will get easier.


    Team manager, November 2020

  • Best thing

    Fantastic team. Enjoy the work

    Worst thing

    Constant 1-1’s and being observed and feedback


    Employee, April 2021