Data Access & Commission Team Leader (12 Month FTC)

Santander Consumer (UK) plc; Redhill; On-site; GBP 35,000 - 40,000; Full time

Benefits offered by this job

Competitive salary

Annual bonus

Employee assistance programme

Reduced rate gym passes

Job summary

A leading financial services firm is seeking a Data Access & Commissions Team Leader in Redhill to deliver high service standards and develop team members. You'll be responsible for managing a team, ensuring quality service, and handling customer complaints. Ideal candidates will have previous management experience and strong interpersonal skills. The role offers a competitive salary between £35,000 - £40,000, with an annual bonus and benefits including gym passes. This is a full-time office role initially, transitioning to hybrid work thereafter.

Qualifications

• Previous management or coaching experience.
• Customer service experience, ideally in a Contact Centre.
• Ability to communicate effectively with colleagues and customers.
• Excellent people management skills.
• Strong attention to detail and planning skills.

Responsibilities

• Monitor team statistics for quality and performance.
• Implement and manage consistent processes.
• Coach team members for outstanding service.
• Identify areas for improvement in infrastructure.
• Provide feedback based on trends.

Skills

Management experience

Customer service experience

Interpersonal skills

Attention to detail

Organizing skills

Ability to work under pressure

Initiative to resolve queries

Coaching skills

Job description

Santander Consumer Finance UK (SCUK) is based in Redhill, Surrey and provides motor finance to a network of car dealerships throughout the UK. We are currently recruiting for a Data Access & Commissions Team Leader to join our Commissions department working on a 12 Month Fixed Term Contract.

In this important role you will be responsible for delivering high service standards in an ever-changing, quick-paced environment. You will provide support and guidance to your team, handling customer contact on behalf of SCUK and its Joint Ventures, received through various channels, including DSAR’s and complaints. You will also be tasked with mentoring, coaching and developing team members to ensure they fulfil their potential and offer excellent customer service.

Key responsibilities will include:

• Monitoring and producing daily and weekly statistics for the team including quality, performance, adherence, teamwork and attitude
• Developing, implementing and managing effective, consistent processes
• Resolving any issues relating to the day-to-day management of the team
• Adaptability and openness to change, with the ability to adjust priorities, embrace new processes and respond effectively to evolving business needs
• Coaching team members to deliver outstanding customer service
• Improving quality of service through reduction in errors and adherence to service standards whilst maintaining response quality and escalation rates
• Identifying areas for improvement in infrastructure and processes with the view to automate as much as possible
• Developing/maintaining KPI’s for a team of approximately 10 individuals
• Liaising with other departments to ensure smooth cross-contact and learning progress
• Playing an integral role in supporting the Data Access & Commissions Oversight Manager
• Ensuring SCUK’s values and culture are always maintained
• Providing thematic responses to trends with the confidence to approach individual cases
• Dealing with or escalating identified risks in relation to SCUK risk policies and/or legislative and regulatory guidelines in accordance with the Santander UK group risk framework

We’re looking for someone who has:

• Previous management, coaching or mentoring experience
• Customer service experience (ideally in a Contact Centre environment)
• Their own initiative to resolve complex customer queries & complaints
• The ability to communicate ideas and issues effectively to colleagues and customers
• Excellent people management and interpersonal skills
• The ability to work to tight deadlines and cope under pressure
• Excellent attention to detail, and who can apply high quality standards to all tasks
• Planning and organising skills
• An adaptable, positive outlook and who is receptive to change

We have a range of benefits available which include:

• Competitive salary of £35,000 - £40,000 (dependent on skills & 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

Need to know:

• In this role you will be required to work 09:00-17:00 across Monday to Friday. You will also be required to work 2 bank holidays per year
• You will be required in the office full time whilst you complete your initial training, and the start of your hybrid working will be at line managers discretion

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.

Should you want to be considered for part time hours, please let us know and we can assess your requirements.

What are the 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.