SCUK Financial Support Agent

SCU Santander Consumer (UK) plc; Redhill; On-site; GBP 28,000 - 29,000; Full time

Benefits offered by this job

Competitive salary

25 days holiday

Annual bonus

Flexible benefit allowance

Pension contributions

Employee assistance programme

Family-friendly policies

Sharesave scheme

Gym passes

Discounts

Job summary

Santander Consumer Finance UK is seeking a dedicated Financial Support Agent to assist customers in arrears, answer queries, and set up feasible payment arrangements. Based in Redhill, Surrey, you will join a supportive team, with full-time office work for an initial 3 months, followed by potential hybrid working.

Qualifications

• Previous call centre or call handling experience is desirable
• Adequate computer literacy and numeracy skills
• Good verbal and written communication skills

Responsibilities

• Answer incoming calls from customers in arrears and provide guidance on payment options
• Negotiate affordable payment plans in line with company policies
• Update customer records accurately in the system
• Handle queries and complaints professionally and empathetically
• Identify vulnerabilities and escalate as needed under risk frameworks

Skills

Team player

Autonomous

Interpersonal skills

Telephone manner

Pressure handling

Planning skills

Positive attitude

Adaptability

Call centre experience

Computer literacy

Numeracy skills

Verbal communication

Written communication

Job description

SCUK Financial Support Agent Country: United Kingdom Santander Consumer Finance UK (SCUK) is based in Redhill, Surrey and provides motor finance to a network of dealerships throughout the United Kingdom. For our customers who are in financial difficulty, you will be more than just a friendly voice to answer their questions; you will be an attentive listener and problem solver too. This role is extremely rewarding as you can assist customers with a simple query or be required to handle a more complex situation to help find a suitable solution to support their financial difficulties. You will be joining a supportive team of advisors and are guided, trained, and developed by a dedicated team leader. You will be required to work full time in the office for an initial 3 month period and hybrid working will be assessed after a successful 3 month probation.

What you’ll be doing:

• Receiving incoming calls and making outbound calls to customers in arrears via our automated & manual dialling system
• Offering customers appropriate financial signposting, suitable and appropriate options, and guidance on their finance agreement
• Negotiating affordable payment plans with customers that are acceptable to both Santander Consumer Finance and the customer ensuring the best customer outcomes as defined by CONC, whilst adhering to pre-defined and prescriptive mandates
• Handling each call in a professional telephone manner and have the ability to show empathy and sympathy as required
• Taking ownership of queries and complaints
• Updating system records accordingly ensuring data is accurate and factual
• Administering and maintaining customer agreements
• Identifying and reporting on vulnerability escalating to Champions as dictated by individual circumstances
• Dealing with or escalating any identified risks in relation to Santander Consumer risk policies and/or legislative and regulatory guidelines in accordance with the Santander UK group risk framework
• Protecting and enhancing customer and company interests
• Being aware of latest legislation and enforcement developments to offer best advice to assist customer decision making process
• Adhering to our commitment to Consumer Duty ensuring we put our customers’ needs first and set higher and clearer standards of consumer protection

What we’re looking for:

• A team player, whilst also being able to work autonomously
• Strong interpersonal skills and an excellent telephone manner
• Ability to work well under pressure and to tight deadlines
• Highly organised and possess strong planning skills
• Positive and enthusiastic approach
• Receptive to change
• Previous call centre or call handling experience is desirable
• Adequate computer literacy and numeracy skills
• Good verbal and written communication skills

We have a range of benefits available which include:

• Competitive salary of £27,500 - £29,000 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
• Enhanced family friendly policies
• Sharesave scheme
• Gym passes at a reduced rate for 3,000 gyms, leisure centres etc
• Local retail and high street brands discounts

Other things you need to know:

The team operates between the hours of 9am until 6pm, working either 9am – 5pm or 10am – 6pm. Please note: Our department hours will be 9am – 7pm and Saturdays 9am – 1pm.

Equal Opportunities 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.

The Santander Way

Santander is evolving from a global, high-impact brand into a technology-driven organization, and our people are at the heart of this journey. Together, we are driving a customer-centric transformation that values bold thinking, innovation, and the courage to challenge what’s possible. It’s more than a strategic shift. It’s a chance for driven professionals to grow, learn, and make a real difference. Our mission is to contribute to help more people and businesses prosper. We embrace a strong risk culture and all our professionals at all levels are expected to take a proactive and responsible approach toward risk management.