Hybrid Customer Experience Advocate

Santander Consumer (UK) plc; Milton Keynes; Hybrid; GBP 25,000 - 28,000; Full time

Benefits offered by this job

25 days holiday

Annual bonus

£500 flexible benefit allowance

Generous pension contributions

Employee assistance programme

Sharesave scheme

Gym passes

Job summary

Santander Consumer Finance is seeking several Customer Experience Executives for Newport Pagnell & Milton Keynes offices on a 12-month fixed term contract. The role involves responding to customer queries and complaints via telephone, email, live chat, and post, while explaining procedures and managing expectations.

The role is hybrid with at least 3 days in the Newport Pagnell office for six months before transitioning to Milton Keynes.

Qualifications

• Customer Service experience is required.
• Ability to resolve complex queries with initiative.
• Positive, enthusiastic outlook and adaptability to change.
• Work well under pressure and meet deadlines.
• Strong planning, organisational, and workload management skills.
• Excellent attention to detail in all communications.
• Good telephone and call handling skills.
• Solid numeracy abilities.
• Strong interpersonal skills and professional writing.
• Experience handling complaints is preferred, contact centre experience is a bonus.

Responsibilities

• Handle inbound customer communications (phone, email, live chat, post).
• Explain procedures and set expectations while resolving issues.
• Document discussions and actions clearly and accurately.
• Investigate complaints and liaise with internal/external parties for resolutions.
• Adhere to GDPR, data protection, and company policies.
• Meet monthly targets and follow the SRC process within timeframes.
• Escalate risks following Santander UK risk framework.

Skills

Customer service

Initiative

Attention to detail

Telephone handling

Numeracy

Communication skills

Complaint handling

Teamwork

Job description

Santander Consumer Finance is seeking several Customer Experience Executives for Newport Pagnell & Milton Keynes offices on a 12-month fixed term contract. The role involves responding to customer queries and complaints via telephone, email, live chat, and post, while explaining procedures and managing expectations.

The role is hybrid with at least 3 days in the Newport Pagnell office for six months before transitioning to Milton Keynes.