Vulnerable Support & Bereavement Case Specialist

Santander Group; Redhill; Hybrid; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Competitive salary dependent on経験

27 days holiday plus bank holidays

Annual bonus

Private medical cover

Generous pension contributions

Employee assistance programme

Sharesave scheme

Gym passes

Job summary

Santander Consumer Finance UK (SCUK) is hiring a Specialist Support Case Handler on a 12‑month fixed term contract. The role is hybrid with three days per week in the Redhill office, focusing on Bereavement, Complex Vulnerability, Power of Attorney and Mental Health Crisis Breathing Space.

You will guide colleagues, customers and third parties through sensitive circumstances with empathy and professionalism, ensuring compliant outcomes and strong consumer protection standards.

Qualifications

• Experience supporting vulnerable customers and navigating complex regulatory requirements.
• Strong understanding of operational processes and regulatory requirements.
• Holds GCSEs Maths and English at Grade C/4 or above.

Responsibilities

• Handle complex and sensitive cases, including life events and health challenges.
• Assess customer circumstances and determine appropriate options within policy.
• Provide compassionate support to bereaved parties and manage customer estates.
• Develop bespoke solutions that meet customer needs while complying with regulations.
• Coach and develop colleagues to handle similar queries independently.
• Build relationships with stakeholders to improve customer and third-party experience.

Skills

Empathy

Problem solving

Communication skills

Interpersonal skills

Organisation

Education

GCSE Maths and English

Job description

Santander Consumer Finance UK (SCUK) is hiring a Specialist Support Case Handler on a 12‑month fixed term contract. The role is hybrid with three days per week in the Redhill office, focusing on Bereavement, Complex Vulnerability, Power of Attorney and Mental Health Crisis Breathing Space.

You will guide colleagues, customers and third parties through sensitive circumstances with empathy and professionalism, ensuring compliant outcomes and strong consumer protection standards.