SCUK Customer Relations Advisor

Santander; Redhill; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading financial services company based in Redhill is looking for a Customer Relations Advisor to join their Customer Service team. The role involves investigating complaints, providing effective resolutions, and ensuring exceptional service to clients. Candidates should have prior experience in customer service and complaint handling, alongside strong interpersonal and communication skills. This position offers a competitive salary and various employee benefits, including hybrid working options after training.

Benefits

Competitive salary

Annual bonus

Gym passes at reduced rates

Generous pension contributions

Flexible benefits allowance

Qualifications

• Previous experience in Customer Service, preferably in an office setting.
• Experience in handling complaints is desirable.
• Strong interpersonal and communication skills both verbally and in writing.

Responsibilities

• Investigate complaints received and ensure resolution.
• Provide exceptional customer service to complainants.
• Respond promptly to complaints via phone.

Skills

Customer Service experience

Complaint handling experience

Interpersonal skills

Call handling skills

Organizational skills

Computer literacy

Verbal communication skills

Written communication skills

Ability to work under pressure

Knowledge of complaint handling procedures

Tools

SCUK Ficres

Rumba

TCS Mainframe

Job description

Overview

SCUK Customer Relations Advisor Country : United Kingdom

SCUK, one of the UK’s Leading Motor Finance companies are pleased to share that we are currently looking for a Customer Relations Advisor to join our busy Customer Service team, based in Redhill, Surrey.

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

We’re looking for someone who

• 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 £,-£, per annum (dependant on experience)
• days holiday per annum, plus bank holidays
• Annual bonus based on personal and company performance
• £ flexible benefit allowance
• Generous pension contributions
• Employee assistance programme
• Sharesave scheme
• Gym passes at a reduced rate for , gyms, leisure centres etc
• Local retail and high street brands discounts

Other things you need to know

• The department operates between the hours of am and pm, Monday – Friday
• After training is completed, hybrid working will be available with a minimum of days a week in the office
• There is a requirement to work 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 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.

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.