#DYWKeyworker - Scott Johnston-Cliens - Santander

Wednesday, 27th May 2020

Name: Scott Johnston-Cliens

Job Title:Currently:

Community Branch Director


Branch Manager

Customer Service Manager

Personal Banker Customer Service Advisor

Company: Santander

Hometown: Forres

What attracted you to the industry you are in?

I actually worked for another a banking call centre when I was a student and while there decided to apply for a branch based role due to the better working hours, I’ve now been working in a Santander branch ever since.

How long have you been with the company?

I have now been working with Santander for 8 years.

Describe your day-to-day role;

I oversee the management of the Santander branch in Inverness and ultimately my main responsibilities are to support and coach my team to help provide a fantastic experience to all our customers

What kind of training have you done?Have you completed any professional qualifications?

I have only ever done on the job training, before each position in Santander you complete what they call a learning academy which can be 3 – 4 weeks and supports you with the skills that they feel you would require to complete your role successfully

What skills have you learned?

The biggest skill I would say I have learned is coaching and how vital it is to do this right.

Do you like living and working in the Inverness & Highlands?

Yes, we moved last year from just outside Glasgow and it is the best thing we have ever done we love how close we are to so many beautiful places and beaches

What skills are the most important for you to do your job well?

I would say the main skill would be communication.

Was there anything about the job that surprised you?

When I joined Santander the biggest surprise was the support for developing there people.

Is there anything unusual about your role?

People think that working In a bank you need to be good at maths, I’m not we have calculators.

Do you get a lot of support from your company?

Santander are always supportive bot from a work and a home life perspective

What’s your favourite part of the job?

My favourite part is making a difference to someone weather that be supporting a colleague reach their career aspirations or going that extra mile to help a customer.

Did you always want to pursue a career in this industry?

Growing up I never knew what I wanted to do and almost stumbled across banking.

What is your advice for young school leavers looking to start an apprenticeship?

I would say that an apprenticeship is a great way to learn a variety of different skills while on the job.

What is your career goal?

I have been really lucky in Santander that I have progressed through various roles relatively quickly.

How does it feel to be a KeyWorker on the frontline, supporting the Country’s fight against Covid-19?

Although we are classed as Key Workers I am currently working from home as I am classed as being vulnerable however I am incredibly proud of both how Santander have supported its vulnerable colleagues but also of my team who are working hard each day to keep the branch open and provide an essential service to our customers.

Tell us what makes you proud to be a Keyworker

I think what makes me most proud is hearing stories of customers that my team have really helped and supported from customers requiring mortgage holidays, to simply just phoning our vulnerable customers in our local community to check in and see how they are doing.