SCUK Customer Service Advisor

Santander Group; Redhill; On-site; GBP 27,000; Full time

Job summary

A leading financial services company in the UK is hiring for a customer service role in Redhill. The position involves answering a high volume of calls, addressing complex customer queries, and liaising with other teams to ensure service quality. Applicants should have excellent customer service skills and be self-motivated. The job offers a competitive salary of £26,161 per annum, 25 days of holiday, an annual bonus, and additional benefits such as gym passes and a pension plan.

Benefits

Competitive salary

25 days holiday

Annual bonus

£500 flexible benefit allowance

Generous pension contributions

Employee assistance programme

Sharesave scheme

Gym passes at a reduced rate

Local retail discounts

Qualifications

• Experience in a customer service role is essential.
• Strong communication skills and team collaboration.
• Ability to resolve queries efficiently.

Responsibilities

• Answer customer calls and interact via live chat and email.
• Handle complex queries and provide resolutions.
• Liaise with other teams for customer advocacy.

Skills

Excellent customer service experience

Excellent communication skills

Ability to maintain high levels of accuracy

Self-motivated and upbeat

Passion for delivering fantastic service

Job description

Responsibilities

• Answer a high volume of calls and interacting with customers over live chat and email
• Deal with our customers day-to-day needs, complex queries and aim to provide resolution on that first call
• Investigate customer queries, raising with relevant parties and escalating where needed
• Ensure service and customer demand is met to a high standard and within an agreed turn-around time (SLA)
• Liaise closely with other teams to advocate on behalf of customers
• Be empathetic to customers personal circumstances to understand their requirements and provide personalised solutions where possible
• Be a digital communications expert, assisting customers digitally using their own device

Qualifications

• Excellent customer service experience
• Self-motivated and upbeat with the necessary aim to achieve agreed objectives and engage with career and personal development offerings to drive your career
• Passion and dedication to deliver fantastic service and get the best outcome every time
• Excellent communication skills with the ability to work effectively as part of a team
• Ability to maintain high levels of accuracy whilst working to tight timeframes

Working Hours & Shift Pattern

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.

The department operates between the hours of 8am and 6pm and you will be required to work across the below shift pattern:

• Week 1 - 08:00-15:00 (1-hour unpaid break) & Saturday 09:00-14:00
• Week 2 - 09:00-17:00 (1-hour unpaid break)
• Week 3 - 10:00-18:00 (1-hour unpaid break)
• Week 4 - 08:00-16:00 (1-hour unpaid break)
• Week 5 - 09:00-17:00 (1-hour unpaid break)
• Week 6 - 10:00-18:00 (1-hour unpaid break)

These hours equate to an average of a 35-hour week, across a 4-week period. Please note there is also a requirement to work 2 bank holidays per year

Benefits

• Competitive salary of £26,161 per annum
• 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

EEO Statement

At Santander Consumer Finance we have a zero-tolerance approach to discrimination, bullying, harassment (including sexual) or victimisation of any kind.