Bereavement & Vulnerable Specialist Support Handler

Santander Group; Redhill; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Competitive salary dependent on exp.

27 days holiday plus bank holidays

Annual bonus based on personal and公司性能

Private medical cover

Generous pension contributions

Employee assistance programme

Sharesave scheme

Gym passes (gym network)

Job summary

Santander Consumer Finance UK (SCUK) is recruiting a Specialist Support Case Handler. The role is on a permanent basis with hybrid working—3 days in Redhill office. You will support bereavement, vulnerability, Power of Attorney, and Court of Protection processes, guiding colleagues and customers through complex circumstances.

We value compassion, accuracy, and resilience, with clear communication and stakeholder collaboration to deliver fair outcomes and high-quality support.

Qualifications

• Comfortable assessing and managing sensitive, complex situations on a regular basis.
• Strong problem-solving skills and ability to assess circumstances to identify solutions.
• Capable of developing bespoke solutions while complying with regulatory requirements.
• Excellent interpersonal and communication skills; ability to ask insightful questions and listen.

Responsibilities

• Handle complex and sensitive cases including life events and health challenges.
• Assess customer circumstances and support needs, exploring options within policy and regulatory constraints.
• Provide compassionate support to bereaved third parties and advise on estate solutions.
• Identify bespoke solutions within policy and regulatory requirements.
• Adhere to Consumer Duty principles and ensure fair outcomes and protection.
• Guide and support third parties through Power of Attorney and Court of Protection processes.
• Monitor vulnerable customer cases to ensure ongoing support and needs are met.
• Act as subject matter expert for specialist processes and regulatory requirements.
• Coach colleagues to build confidence and capability for similar queries in future.
• Build relationships with stakeholders to drive continuous improvement of experiences.

Skills

Problem solving

Interpersonal skills

Communication skills

Empathy

Organisational skills

Resilience

Education

GCSEs Maths and English (Grade C/4 or above)

Job description

Santander Consumer Finance UK (SCUK) is recruiting a Specialist Support Case Handler. The role is on a permanent basis with hybrid working—3 days in Redhill office. You will support bereavement, vulnerability, Power of Attorney, and Court of Protection processes, guiding colleagues and customers through complex circumstances.

We value compassion, accuracy, and resilience, with clear communication and stakeholder collaboration to deliver fair outcomes and high-quality support.