SCUK Customer Service Advisor

Santander Bank; Redhill; On-site; GBP 26,000 - 31,000; Full time

Job summary

A leading financial institution in Redhill is looking for a Customer Service Representative. The role involves interacting with customers over various channels, resolving queries, and ensuring high service standards. This position offers a competitive salary and various employee benefits, promoting a supportive work environment. Successful candidates will have strong communication skills and a passion for delivering exceptional customer service.

Benefits

Competitive salary

25 days holiday

Annual bonus

Flexible benefit allowance

Generous pension contributions

Employee assistance programme

Gym passes at reduced rates

Discounts at local retail brands

Qualifications

• Proven experience in a customer service role.
• Ability to work across different shifts.

Responsibilities

• Answer a high volume of calls and interact with customers.
• Deal with customer queries and provide solutions.
• Work collaboratively with other teams.

Skills

Excellent communication skills

Customer service orientation

Team player

Empathy

Problem-solving skills

Self-motivated

Ability to work under pressure

Job description

Responsibilities

• Answer a high volume of calls and interact with customers over live chat and email
• Deal with our customers day-to-day needs, handle complex queries and aim to provide resolution on that first call
• Investigate customer queries, raise with relevant parties and escalate 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
• Be absolutely customer obsessed, a strong team player with a collaborative approach to ensure the customer is at the heart of everything you do
• Work at a fast pace, identify opportunities to improve the service we offer and make decisions to ensure an exceptional customer experience
• Self-motivated and upbeat with the aim to achieve agreed objectives and engage with career and personal development offerings
• Passion and dedication to deliver fantastic service and get the best outcome every time
• Excellent communication skills and the ability to work effectively as part of a team
• Maintain high levels of accuracy while working to tight timeframes

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.

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

Shift and Hours

The department operates between the hours of 8am and 6pm and you will be required to work across the following 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