Specialist Support Case Handler: Bereavement & Vulnerable

Santander Consumer (UK) plc; Redhill; Hybrid; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Competitive salary

27 days holiday

Annual bonus

Private medical cover

£500 flexible benefit allowance

Generous pension contributions

Employee assistance programme

Sharesave scheme

Gym passes

Job summary

Santander Consumer Finance UK is hiring a Specialist Support Case Handler on a permanent basis, with hybrid working and 3 days per week in Redhill. The role focuses on bereavement, vulnerability, Power of Attorney and Mental Health Crisis cases, delivering compassionate guidance to customers and colleagues.

You will navigate complex situations with empathy, ensure regulatory compliance, coach peers and collaborate with cross-functional teams to drive positive outcomes for customers and third

Qualifications

• GCSEs Maths and English at Grade C/4 or above.
• Experience supporting vulnerable customers in regulated environments.
• Ability to handle sensitive cases with empathy and discretion.

Responsibilities

• Handle complex and sensitive cases including bereavement and vulnerability scenarios.
• Assess customer needs, explore options and ensure appropriate outcomes.
• Guide third parties through Power of Attorney and Court of Protection processes.
• Collaborate with colleagues to deliver tailored support within policy and regulatory rules.
• Monitor cases to maintain ongoing support and regulatory compliance.
• Provide expert guidance on specialist support processes and share knowledge with the team.
• Coach colleagues to improve confidence and capability for future queries.
• Build relationships with stakeholders to improve customer and third-party experiences.

Skills

Bereavement support

Vulnerability awareness

POA guidance

Mental health awareness

Regulatory knowledge

Empathy

Stakeholder liaison

Education

GCSEs in Maths and English

Job description

Santander Consumer Finance UK is hiring a Specialist Support Case Handler on a permanent basis, with hybrid working and 3 days per week in Redhill. The role focuses on bereavement, vulnerability, Power of Attorney and Mental Health Crisis cases, delivering compassionate guidance to customers and colleagues.

You will navigate complex situations with empathy, ensure regulatory compliance, coach peers and collaborate with cross-functional teams to drive positive outcomes for customers and third