SCUK Specialist Support Case Handler

Santander Group; Redhill; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Competitive salary dependent on exp.

27 days holiday plus bank holidays

Annual bonus based on personal and公司性能

Private medical cover

Generous pension contributions

Employee assistance programme

Sharesave scheme

Gym passes (gym network)

Job summary

Santander Consumer Finance UK (SCUK) is recruiting a Specialist Support Case Handler. The role is on a permanent basis with hybrid working—3 days in Redhill office. You will support bereavement, vulnerability, Power of Attorney, and Court of Protection processes, guiding colleagues and customers through complex circumstances.

We value compassion, accuracy, and resilience, with clear communication and stakeholder collaboration to deliver fair outcomes and high-quality support.

Qualifications

• Comfortable assessing and managing sensitive, complex situations on a regular basis.
• Strong problem-solving skills and ability to assess circumstances to identify solutions.
• Capable of developing bespoke solutions while complying with regulatory requirements.
• Excellent interpersonal and communication skills; ability to ask insightful questions and listen.

Responsibilities

• Handle complex and sensitive cases including life events and health challenges.
• Assess customer circumstances and support needs, exploring options within policy and regulatory constraints.
• Provide compassionate support to bereaved third parties and advise on estate solutions.
• Identify bespoke solutions within policy and regulatory requirements.
• Adhere to Consumer Duty principles and ensure fair outcomes and protection.
• Guide and support third parties through Power of Attorney and Court of Protection processes.
• Monitor vulnerable customer cases to ensure ongoing support and needs are met.
• Act as subject matter expert for specialist processes and regulatory requirements.
• Coach colleagues to build confidence and capability for similar queries in future.
• Build relationships with stakeholders to drive continuous improvement of experiences.

Skills

Problem solving

Interpersonal skills

Communication skills

Empathy

Organisational skills

Resilience

Education

GCSEs Maths and English (Grade C/4 or above)

Job description

SCUK Specialist Support Case Handler Country: United Kingdom Santander Consumer Finance UK (SCUK) are pleased to share that we have a fantastic new opportunity for a Specialist Support Case Handler to join the team on a Permanent contract working on a hybrid basis with 3 days a week in the Redhill office.

The Specialist Support team is currently responsible for four key workstreams: Bereavement, Complex Vulnerability, Power of Attorney, and Mental Health Crisis Breathing Space.

In this role, you will provide specialist support and guidance to colleagues, customers and third parties navigating complex circumstances. You will demonstrate compassion, empathy and professionalism when supporting bereaved individuals and assisting with matters relating to a customer's estate. This role requires the ability to navigate challenging situations with empathy and professionalism. Previous experience supporting vulnerable customers, together with a strong understanding of operational processes and regulatory requirements, is essential.

Please note the closing date for this role will be, end of day Friday 13th November 2026

Responsibilities will include:

• Handling complex and sensitive cases, including customers experiencing significant life events, serious physical or mental health challenges, coercive control, domestic abuse, and crisis situations.
• Assessing the impact of a customer's circumstances and support needs, exploring appropriate options while maintaining a balanced approach to customer outcomes and risk.
• Providing compassionate and effective support to bereaved third parties, understanding their individual circumstances and delivering appropriate solutions relating to customer estates.
• Thinking creatively and proactively identifying bespoke solutions that meet the needs of customers and bereaved third parties while remaining within policy and regulatory requirements.
• Adhering to Consumer Duty principles by consistently putting customer needs first and ensuring fair treatment, positive outcomes and appropriate consumer protection standards are maintained.
• Supporting and guiding third parties through the Power of Attorney and Court of Protection processes, working closely with the Financial Crime team to ensure applications are completed efficiently and accurately.
• Monitoring and reviewing Vulnerable Customers and Bereavement cases to ensure appropriate support remains in place and customer needs continue to be met.
• Acting as a subject matter expert for specialist support processes, project work and providing guidance to colleagues on complex customer circumstances and regulatory requirements.
• Coaching and developing colleagues to build confidence and capability, empowering them to independently resolve similar queries and situations in the future.
• Building and maintaining effective relationships with colleagues and stakeholders across the business, driving continuous improvements in the customer and third-party experience.
• Working collaboratively within a specialist team to deliver timely, effective and tailored support to customers and third parties when they need it most.

What we’re looking for, someone who:

• Comfortable assessing and managing sensitive, complex and emotionally challenging situations on a regular basis.
• Demonstrates strong problem‑solving skills, with the ability to assess the impact of customer circumstances and identify appropriate solutions to achieve fair and appropriate customer outcomes.
• Capable of developing bespoke solutions that meet customer needs while adhering to regulatory, compliance and business requirements.
• Skilled in interpreting and analysing information to provide accurate, effective solutions to complex queries.
• Demonstrating empathy and understanding in sensitive situations.
• Possesses excellent interpersonal and communication skills, with the ability to ask insightful questions, actively listen and build rapport.
• Excellent attention to detail, with a strong focus on quality and accuracy, ensuring customers receive the highest standard of support and service.
• Experienced in engaging and collaborating with stakeholders at all levels to achieve positive outcomes for customers and third parties.
• A collaborative team player who can build effective working relationships, while also being confident working independently and taking ownership of tasks.
• Highly organised and able to work effectively under pressure and to tight deadlines.
• Experienced in working within a fast‑paced, customer‑focused environment.
• Positive, adaptable and resilient, with a willingness to embrace change and drive continuous improvement.
• Holds GCSEs (or equivalent) in Maths and English at Grade C/4 or above.

We have a range of benefits available which include:

• Competitive salary dependent on experience
• 27 days holiday per annum, plus bank holidays
• Annual bonus based on personal and company performance
• Private medical cover £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

Location, Training & Working Hours:

The training for this role will be on site at our SCUK office in Redhill for the first initial 12 weeks.

After this, hybrid working (minimum 3 days a week in the office) will be available as per the line managers discretion and dependant on the individuals work performance.

The working hours for this role are Monday to Friday 9am – 5pm, and there will be a requirement of working 2 bank holidays a year.

Inclusion:

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 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. This is 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. Ready to make it happen? It starts with you. It starts here.