Empathetic Financial Support Advisor - Hybrid

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

Benefits offered by this job

Competitive salary £27,500–£29,000

25 days holiday + bank holidays

Annual bonus

£500 flexible benefit allowance

Generous pension contributions

Employee assistance programme

Enhanced family friendly policies

Sharesave scheme

Gym passes across 3,000 gyms

Local retail and high-street discounts

Job summary

Santander Consumer Finance UK, based in Redhill, invites applications for an office-based contact centre advisor. You will handle arrears calls, provide options, and guide customers through suitable repayment plans. The role includes data updates and policy-compliant guidance.

You will join a supportive team, receive training, and probationary hybrid review after six months. A rewarding position with benefits and development opportunities.

Qualifications

• Previous call centre or call handling experience is desirable
• Excellent telephone manner and interpersonal skills
• Highly organised with strong planning skills
• Positive and enthusiastic approach
• Receptive to change
• Good verbal and written communication skills
• Adequate computer literacy and numeracy skills

Responsibilities

• Receiving incoming calls and making outbound calls to customers in arrears via our automated & manual dialling system
• Offering customers appropriate financial signposting, suitable and appropriate options, and guidance on their finance agreement
• Negotiating affordable payment plans with customers that are acceptable to both Santander Consumer Finance and the customer ensuring the best customer outcomes as defined by CONC, whilst adhering to pre-defined and prescriptive mandates
• Handling each call in a professional telephone manner and have the ability to show empathy and sympathy as required
• Taking ownership of queries and complaints
• Updating system records accordingly ensuring data is accurate and factual
• Administering and maintaining customer agreements
• Identifying and reporting on vulnerability escalating to Champions as dictated by individual circumstances
• Dealing with or escalating any identified risks in relation to Santander Consumer risk policies and/or legislative and regulatory guidelines in accordance with the Santander UK group risk framework
• Protecting and enhancing customer and company interests
• Being aware of latest legislation and enforcement developments to offer best advice to assist customer decision making process
• Adhering to our commitment to Consumer Duty ensuring we put our customers’ needs first and set higher and clearer standards of consumer protection

Skills

Team player

Excellent telephone manner

Interpersonal skills

Work under pressure

Organised planning

Positive attitude

Adaptable to change

Call centre experience

Verbal and written communication

Computer literacy & numeracy

Job description

Santander Consumer Finance UK, based in Redhill, invites applications for an office-based contact centre advisor. You will handle arrears calls, provide options, and guide customers through suitable repayment plans. The role includes data updates and policy-compliant guidance.

You will join a supportive team, receive training, and probationary hybrid review after six months. A rewarding position with benefits and development opportunities.