SCUK Customer Relations Advisor (12 Month FTC)

Santander Consumer (UK) plc; Redhill; Hybrid; GBP 27,000 - 30,000; Full time

Job summary

A leading financial services provider is seeking a Customer Relations Advisor in Redhill. This fixed-term contract offers hybrid working after initial training. Responsibilities include handling complaints and providing exceptional customer service. Candidates should have prior experience in customer service and complaint handling. A competitive salary of £27,500-£29,500 and various benefits are offered.

Benefits

Competitive salary

25 days holiday

Annual bonus

Flexible benefit allowance

Generous pension contributions

Employee assistance programme

Sharesave scheme

Gym passes

Discounts at local retailers

Qualifications

• Previous customer service experience in an office-based role.
• Strong interpersonal and call handling skills.
• Ability to work under pressure and to deadlines.

Responsibilities

• Investigating and resolving individual complaints.
• Providing exceptional customer service to complainants.
• Responding to telephone complaints in a timely manner.

Skills

Customer Service experience

Complaint handling experience

Interpersonal skills

Call handling skills

Organisational skills

Computer literacy

Verbal communication skills

Written communication skills

Job description

Country: United Kingdom

Santander Consumer Finance, one of the UK’s Leading Motor Finance companies are currently looking for a Customer Relations Advisor to join us on a 12 Month Fixed Term Contract working on a hybrid basis (with at least 3 days a week in our Redhill, Surrey office).

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.

We have a range of benefits available which include:

• Competitive salary of £27,500-£29,500 per annum (dependant 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
• Local retail and high street brands discounts
  
  

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)
  
  

Other things you need to know:

• The department operates between the hours of 9am and 5pm, Monday – Friday
• 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 upto 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.

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.