Empathetic Finance Support Advisor

Santander Consumer (UK) plc; Redhill; Hybrid; GBP 28,000 - 29,000; Full time

Benefits offered by this job

Annual bonus

Flexible benefits allowance

Pension contributions

Employee assistance programme

Family friendly policies

Sharesave scheme

Gym passes

Discounts

Job summary

Santander Consumer Finance UK in Redhill is seeking a customer advisor to handle inbound calls, offer guidance on finance options, and negotiate payment plans with customers in arrears. You will join a supportive team and be trained by a dedicated team leader during a three-month office-based probation, with hybrid working assessed thereafter.

The role rewards empathy, data accuracy, and regulatory compliance with CONC and Consumer Duty, while delivering customer-centric solutions and protecting

Qualifications

• Team player with the ability to work autonomously.
• Excellent interpersonal and communication skills.
• Comfortable handling calls under pressure and meeting deadlines.
• Good computer literacy and numeracy for data entry and records.

Responsibilities

• Receiving inbound calls and making outbound calls to customers in arrears.
• Offer appropriate financial signposting and guidance on finance agreements.
• Negotiate affordable payment plans and ensure customer outcomes.
• Handle queries and complaints with empathy and professionalism.
• Update system records accurately and maintain customer agreements.
• Identify vulnerabilities and escalate as required, complying with risk policies.
• Adhere to Consumer Duty and relevant legislation when advising customers.

Skills

Team player

Interpersonal skills

Excellent telephone manner

Work under pressure

Organised with planning skills

Verbal and written communication

Computer literacy and numeracy

Call centre experience desirable

Job description

Santander Consumer Finance UK in Redhill is seeking a customer advisor to handle inbound calls, offer guidance on finance options, and negotiate payment plans with customers in arrears. You will join a supportive team and be trained by a dedicated team leader during a three-month office-based probation, with hybrid working assessed thereafter.

The role rewards empathy, data accuracy, and regulatory compliance with CONC and Consumer Duty, while delivering customer-centric solutions and protecting