SCUK Financial Support Agent, 12 month Fixed Term Contract

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

Benefits offered by this job

Annual bonus

Flexible benefits allowance

Pension contributions

Employee assistance programme

Family friendly policies

Sharesave scheme

Gym passes

Discounts

Job summary

Santander Consumer Finance UK in Redhill is seeking a customer advisor to handle inbound calls, offer guidance on finance options, and negotiate payment plans with customers in arrears. You will join a supportive team and be trained by a dedicated team leader during a three-month office-based probation, with hybrid working assessed thereafter.

The role rewards empathy, data accuracy, and regulatory compliance with CONC and Consumer Duty, while delivering customer-centric solutions and protecting

Qualifications

• Team player with the ability to work autonomously.
• Excellent interpersonal and communication skills.
• Comfortable handling calls under pressure and meeting deadlines.
• Good computer literacy and numeracy for data entry and records.

Responsibilities

• Receiving inbound calls and making outbound calls to customers in arrears.
• Offer appropriate financial signposting and guidance on finance agreements.
• Negotiate affordable payment plans and ensure customer outcomes.
• Handle queries and complaints with empathy and professionalism.
• Update system records accurately and maintain customer agreements.
• Identify vulnerabilities and escalate as required, complying with risk policies.
• Adhere to Consumer Duty and relevant legislation when advising customers.

Skills

Team player

Interpersonal skills

Excellent telephone manner

Work under pressure

Organised with planning skills

Verbal and written communication

Computer literacy and numeracy

Call centre experience desirable

Job description

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 approachReceptive 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.