SCUK Customer Relations Advisor

Santander Bank; Redhill; Hybrid; GBP 27,000 - 30,000; Full time

Job summary

A leading financial services company in Redhill is seeking a Customer Complaint Investigator. In this role, you will be responsible for managing customer complaints, ensuring exceptional service, and complying with regulatory standards. Ideal candidates will have prior customer service and complaint handling experience, strong communication skills, and excellent organizational ability. The position offers competitive salary and benefits with the option for hybrid working after training.

Benefits

Competitive salary

25 days holiday plus bank holidays

Annual bonus

Flexible benefit allowance

Generous pension contributions

Employee assistance programme

Sharesave scheme

Gym passes at reduced rates

Qualifications

• Experience in an office-based customer service role.
• Experience in complaint handling.
• Strong verbal and written communication skills.

Responsibilities

• Investigate and resolve customer complaints.
• Provide exceptional customer service.
• Manage complaints in line with regulatory requirements.

Skills

Previous Customer Service experience

Complaint handling experience

Strong interpersonal skills

Ability to work under pressure

Positive and enthusiastic approach

Organizational skills

Good computer literacy

Strong verbal and written communication skills

Tools

SCUK procedures knowledge

Ficres, Rumba and TCS Mainframe knowledge

Job description

In this interesting role you will be responsible for investigating complaints that have been received via written correspondence or that have been escalated from other departments, and ensuring a suitable resolution is achieved for both the customer, and the business. You will be investigating complaints by liaising with internal departments, external parties and reviewing various pieces of evidence including call recordings.

What the day to day looks like:

• 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
• Ensuring complaints are managed in line with TCF and FCA regulation considerations, ensuring complaints are managed fairly, accurately and clearly

Qualifications

• Has previous Customer Service experience in an office-based role
• Has previous complaint handling experience
• 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 (dependent on experience)
• 25 days holiday per annum, plus bank holidays
• Annual bonus based on personal and company performance
• £500 flexible benefit allowance
• Generous pension contributions
• Employee assistance programme
• Sharesave scheme
• Gym passes at a reduced rate for 3,000 gyms, leisure centres etc

Other details

• Local retail and high street brands discounts
• The department operates between the hours of 9am and 5pm, Monday - Friday
• After training is completed, hybrid working will be available with a minimum of 3 days a week in the office
• There is a requirement to work 2 bank holidays per year

Location & Training

• Full training for this role will be given and will be on site at our SCUK office in Redhill for up to the first 6 months.
• After this time, hybrid working will be available as per the line managers discretion and dependant on the individuals 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. Should you want to be considered for part time hours, please let us know and we can assess your requirements.