SCUK Financial Support Agent, 12 month Fixed Term Contract

Santander; 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 discounts

Discounts

Job summary

Santander UK is seeking a Financial Support Agent to help customers in financial difficulty. Based in Redhill, you will assist with arrears queries, provide guidance on payment options, and update records with care. A 6‑month on‑site start precedes a potential hybrid arrangement after probation.

You will join a supportive team guided by a dedicated team leader, working full time in the office initially, with hours from 9am to 6pm and occasional Saturday support. Salary reflects experience.

Qualifications

• 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.

Responsibilities

• Receive incoming calls and make outbound calls to customers in arrears.
• Offer financial signposting and guidance on finance agreements.
• Negotiate affordable payment plans with customers.
• Take ownership of queries and complaints and update records.
• Maintain customer agreements and report vulnerabilities as needed.
• Escalate risks according to policy and regulatory guidelines.

Skills

Team player

Interpersonal skills

Telephone manner

Under pressure

Organised

Planning skills

Change adaptable

Call centre experience

Computer literacy

Numeracy

Verbal communication

Written communication

Job description

SCUK Financial Support Agent, 12 month Fixed Term Contract

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 6 month period and hybrid working will be assessed after a successful 6 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.

Should you want to be considered for part time hours, please let us know and we can assess your requirements.