Customer Relations Advisor (12 Month FTC)

Santander Consumer (UK) plc; Redhill; Hybrid; GBP 27,500 - 29,500; Full time

Benefits offered by this job

Competitive salary

Annual bonus

Employee assistance programme

Gym passes

Retail discounts

Job summary

A leading motor finance company is seeking a Customer Relations Advisor for a 12-month contract. This hybrid role involves providing exceptional customer service and resolving complaints efficiently. Ideal candidates will have previous office-based customer service experience and strong communication skills. A competitive salary and various employee benefits are offered, including gym passes and discounts on high street brands.

Qualifications

• Previous customer service experience in an office-based role.
• Ability to meet tight deadlines.
• In-depth knowledge of complaint handling procedures (desirable).

Responsibilities

• Provide exceptional customer service to complainants.
• Investigate and resolve individual complaints.
• Respond to telephone complaints promptly.

Skills

Customer Service experience

Strong interpersonal skills

Call handling skills

Ability to work under pressure

Strong planning skills

Good computer literacy

Verbal and written communication skills

Tools

SCUK Ficres

Rumba

TCS Mainframe

Job description

Overview

Santander Consumer Finance, one of the UK’s leading motor finance companies, is looking for a Customer Relations Advisor to join us on a 12 Month Fixed Term Contract, working on a hybrid basis with at least 3 days a week in our Redhill, Surrey office.

What you’ll do

• Ensuring exceptional customer service is provided to complainants
• Investigating and resolving the cause of individual complaints
• Responding to telephone complaints in a professional and timely manner
• Acknowledging, drafting and sending out complaints promptly, systematically and fairly within set time limits
• Gathering information from relevant departments and external parties
• Ensure complaints are managed in line with TCF and FCA regulation considerations ensuring complaints are managed fairly, accurately and clearly

What we’re looking for

• Has previous Customer Service experience in an office-based role
• Has strong interpersonal skills and call handling skills
• Has the ability to work well under pressure and to tight deadlines
• Has a positive and enthusiastic approach and is receptive to change
• Is highly organised and possesses strong planning skills
• Has a good level of computer literacy and numeracy skills
• Has strong verbal and written communication skills
• Has an in-depth knowledge of SCUK company complaint handling procedures, company policy and products, department procedures and current legislation (desirable – not essential)
• Has sound knowledge of the SCUK Ficres, Rumba and TCS Mainframe process and procedure (desirable – not essential)

Benefits

• Competitive salary of £27,500-£29,500 per annum (dependant on experience)
• Annual bonus based on personal and company performance
• Employee assistance programme
• Gym passes at a reduced rate for 3,000 gyms, leisure centres etc
• Local retail and high street brands discounts

Location & training

Full training for this role will be given and will be on site at our SCUK office in Redhill for upto the first 6 months. After this time, hybrid working will be available as per the line manager’s discretion and dependent on individual work performance.

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.

At Santander Consumer Finance we have a zero-tolerance approach to discrimination, bullying, harassment (including sexual) or victimisation of any kind.

Next steps

If you are interested in this role and believe you have the skills, experience, and knowledge then we’d love to hear from you. Please go ahead and click apply which will take you through some questions and allow you to submit your CV and covering letter.

Employment details

• Seniority level: Associate
• Employment type: Contract
• Job function: Customer Service