Job Description
Join our community
We are currently recruiting for part time Customer Service colleagues working 28 hours per week on a 12 month fixed term contract, with a base salary of £22,400 pro-rata along with an additional £500 flexible benefit.
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
These are the essential requirements you need to be successful in this role:
- 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
- You will require the right to work in the UK (please see details below)
What else you need to know
- This is a part-time role, working 28 hours across Monday to Saturday across the hours of 8:00am – 6:00pm
- This role is a 12 month fixed term contract
- The role is based in our Caerphilly branch
Inclusion
At Santander we’re creating a thriving workplace where all colleagues feel they belong and are supported to succeed. We all help to make Santander a workplace that celebrates diversity and attracts, retains and develops the most talented and committed people through living our values of Simple, Personal, and Fair.
How we’ll reward you
As well as a salary, we offer a wide range of benefits that you can choose from and tailor to your needs. For part time contract roles, your salary, and certain benefits will be prorated to reflect your working hours and contract duration.
- Starting salary of £22,400 per annum pro-rata plus a £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.
- Free access to a range of digital health services, including GP.
- Free access to wellbeing apps and up to three weekly online classes.
- 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. Support your favourite causes through charitable giving and our community partnerships.
- Share in Santander’s success by saving or investing in our share plans. 24/7 access to an online employee discount platform including retailers, entertainment, eating out, travel and more.
- 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.
Learn more about our benefits and family friendly policies
Right to work in the UK
- Every individual must have the right to work in the UK to commence employment with Santander either by way of nationality, visa or work permit. If you do require a working visa / permit this will not influence our decision on whether to progress your application. However, if you do not have a right to work, or an application for a working visa / permit is unsuccessful, Santander will not proceed with your application and will withdraw any conditional offer previously made.
- 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 [email protected] or call 0870 414 9080.
Our purpose at Santander UK is to help people and businesses prosper. We are a leading financial services provider, offering a wide range of personal and commercial financial products and services, with around 15 million customers across our Retail and Corporate Businesses.
We have set ourselves an ambitious target - to become one of the best banks in the UK to work for. We’re transforming our business, creating a Simple, Personal and Fair culture in a dynamic and creative environment. We are committed to making a difference.
Our customers come from a wide range of backgrounds, and so do our people. We aim to reflect and celebrate diversity in our workplace in order to create an inclusive culture that adds real value to our business.
We care about you
In Santander, this means creating a workplace that respects your individuality and supports you to enjoy life outside work, from volunteering in the community to more family time.
We care about you and enhancing society and protecting the environment through products and services that enable people and communities to prosper. In short, it means supporting your ambitions and interests at every level.
Emerging Talent
It’s not your background or degree that matters to us. It’s not who you know or how you can blend in. We’re interested in your unique perspective, capacity to be yourself, and drive to take on challenges that will help you discover your career path.
Our programmes have been designed to bring out the best in you, providing you with the training and opportunities to set your potential free.
Our culture
The Santander Way expresses the culture we foster to ensure we deliver on our values ‘Simple, Personal and Fair’. At its core are five simple behaviours (TEAMS) which will fuel our growth, provide a shared focus and help us move faster.
When you become part of Santander you’re joining an incredible community of people with a shared respect, who put our customers at the heart of everything they do. Our behaviours guide us on our transformation journey as we innovate to help people and businesses prosper, both in the UK and globally.
Think Customer
Embrace Change
Act Now
Move Together
Speak UP
These are the foundations of how we all work and connect with each other day-to-day, and something you’ll learn even more about when you join us..
WHAT WE DO FOR OUR PEOPLE
Inclusion and diversity
We believe in equality of opportunity in all areas of employment and business, where selection and promotion is based on the relevant aptitudes and abilities to do the job. Learn more here
Santander UK is a member of a number of diversity partnership programmes including:
• Employers' Forum on Age
• Employers' Forum on Disability
• Opportunity Now
• Race for Opportunity
• Stonewall Diversity Champions Programme
Family Friendly Policies
If you’re thinking about joining us you may be interested in understanding how we support our employees who have family or caring responsibilities. Download our friendly policies here: do-careers-uk-Santander_Family_Friendly_Policies_Apr_2023.pdf
Gender Pay Gap Reporting
We are committed to creating a culture that values and champions diversity, and creates equality of opportunity for all. This is a commitment that starts at the very top of our organisation and flows throughout it.
The gender pay gap takes into account all roles at all levels of the organisation, rather than comparing pay received by women and men performing the same roles. We regularly review and analyse our employee pay to ensure men and women are treated equally when performing the same role. We are, therefore, confident that we do not have an equal pay issue at Santander UK.
Working with our unions
We have a long history of trade union recognition governed by:
a partnership agreement with Advance - the independent trade union recognised in the former Abbey and Bradford & Bingley parts of the business
recognition agreements with the Communication Workers Union - recognised in the former Alliance & Leicester parts of the business
Both unions are affiliated to the Trade Union Congress.
Health and safety
Helping to look after our employees' health has mutual benefits to the individual employee and to the business.
All managers and employees have access to guidelines, standards and procedures they need to manage safety effectively through our Health and Safety Management System.
We promote physical and mental wellbeing through:
• a quarterly health and lifestyle newsletter
• an Employee Assistance Programme that offers a free, confidential, 24/7 helpline
• face-to-face counselling
We help millions of people prosper and realise their dreams
• 196 thousand employees in the Group
• 40 training hours per employee throughout the year
• 102 million euros for our employees development
• 140 thousand volunteering hours
• 46 million euros for social programmes and projects
• Culture
• Our culture — The Santander Way — is aligned with our corporate strategy. It encompasses our purpose, our aim and our ways of working. It is the cornerstone of our bank – a responsible bank.
• Simple, Personal and Fair is how we work and that is the behaviour expected of our corporate culture.
• Simple - We offer customers an accessible service with simple products that are easy to understand. We use simple language and improve our processes every day.
• Personal - We provide our customers with a personalised service, offering them the products and services best suited to their needs. We want each and every one of our employees and customers to feel valued and treated as an individual.
• Fair - We treat our employees and customers fairly and equally; we are transparent, and we keep our promises. We create good relationships with different stakeholders because we understand that what is good for them is also good for Santander.