Claire Woods

I'm an experienced customer service professional with over 18 years working in both retail and financial services. I began my career at Tesco, spending nine years as a Till Supervisor and working on the customer service desk, where I learned how to stay calm under pressure, support a busy team and deliver consistently high standards of service. For the past nine years I've worked at Santander, first as a Customer Adviser and more recently as a Customer Experience Consultant.

In my current role I refer mortgage and wealth appointments, open a range of products including savings, current accounts and credit cards, and make sure every customer feels listened to and supported. I take real pride in building strong relationships, and many customers return specifically to speak with me. I'm often thanked with flowers, chocolates or cards, which means a lot because it shows the difference I've made to someone's day.

I'm professional, approachable and genuinely passionate about helping people. I bring a calm, solutions-focused approach, strong attention to detail and a commitment to delivering the best possible experience for every customer I meet.

Customer Experience Consultant at Santander (2023-01 – Present)

• I've consistently been an over-performer every year, delivering results that exceed both branch and regional expectations.
• Achieved the highest number of good customer outcomes in the region, reflecting my strong judgement, product knowledge and commitment to doing the right thing for every customer.
• I'm the person my colleagues turn to when they need help — whether it's with processes, products or handling complex situations — and I'm always happy to support the team.
• My banking product and process knowledge is second to none, which allows me to work efficiently, give clear guidance and resolve issues quickly and accurately.
• I have the best NPS scores and customer comments in the region, supported by regular positive feedback and customers who return specifically to speak with me.
• I build strong, trusting relationships by taking the time to listen, explain things clearly and tailor my support to each customer's needs.
• I bring a calm, professional and solutions-focused approach to every interaction, helping to create a positive, high-performing branch environment.

Customer Adviser at Santander (2017-09 – 2023-01)

• Consistently over-performed every year, delivering strong results and maintaining high standards across all areas of my role.
• Trained new starters on completing transactions accurately and confidently, helping them settle quickly and build good habits from day one.
• I was responsible for running the branch vault, managing cash levels, security processes and compliance with complete accuracy and reliability.
• Learned the role quickly after moving from a completely different position at Tesco, proving my adaptability and willingness to take on new challenges.
• I gelled with the branch team straight away, becoming a trusted and dependable colleague who contributed positively to the working environment.
• Took ownership of the daily, weekly and monthly branch risk and control checks, ensuring everything was completed on time and to the required standard.
• I supported customers with a wide range of banking needs, always aiming to make their experience simple, clear and positive.

Till Supervisor at Tesco (2008-11 – 2017-09)

• Supervised the tills, supporting the team during busy periods and ensuring smooth, efficient service throughout the day.
• Ran the customer service desk, where I authorised returns, resolved complaints and focused on turning difficult situations into positive experiences.
• Built strong relationships with regular customers by being approachable, patient and solution-focused.
• Supported new colleagues by showing them how to use the tills, follow processes and deliver great service.
• Stayed calm under pressure, especially during peak trading times, and helped keep the front end running smoothly.
• Handled queries confidently and professionally, always aiming to leave customers feeling valued and satisfied.
• Developed a strong foundation in customer service, teamwork and problem-solving — skills that helped me transition quickly and successfully into banking.

7 GCSE’s A-C grades- Trinity Catholic High School

NVQ in customer service- City&Guilds 2007