In this interesting role, you will be responsible for investigating complaints received via written correspondence or escalated from other departments, ensuring suitable resolutions for both the customer and the business. You will investigate complaints by liaising with internal departments, external parties, and reviewing evidence such as call recordings.
What the day-to-day looks like:
* Ensuring exceptional customer service is provided to complainants
* Investigating and resolving the causes of individual complaints
* Responding to telephone complaints professionally and promptly
* Acknowledging, drafting, and sending out complaints systematically and fairly within set time limits
* Gathering information from relevant departments and external parties
* Managing complaints in line with TCF and FCA regulations, ensuring fairness, accuracy, and clarity
Candidate requirements:
* Previous customer service experience in an office-based role
* Experience in complaint handling
* Strong interpersonal and call handling skills
* Ability to work under pressure and meet tight deadlines
* Positive, enthusiastic, and adaptable attitude
* Highly organized with strong planning skills
* Good computer literacy and numeracy skills
* Strong verbal and written communication skills
* Knowledge of SCUK complaint procedures, company policies, products, and current legislation (desirable)
* Knowledge of SCUK Ficres, Rumba, and TCS Mainframe processes (desirable)
Position details:
Santander Consumer Finance, a leading UK motor finance company, is seeking a Customer Relations Advisor for a 12-month fixed-term contract. The role is hybrid, based at our Redhill, Surrey office (minimum 3 days/week in-office).
Salary: £27,500-£29,500 per annum (dependent on experience)
* 25 days holiday plus bank holidays
* Annual bonus based on performance
* £500 flexible benefit allowance
* Generous pension contributions
* Employee assistance programme
* Sharesave scheme
* Gym passes at reduced rates for 3,000 gyms and leisure centres
* Discounts at retail and high street brands
Additional information:
* Working hours: 9am - 5pm, Monday to Friday
* Requirement to work 2 bank holidays per year
* Full training provided on-site at Redhill for up to 6 months
* Post-training, hybrid working is available based on performance and manager discretion
Inclusion and Diversity:
At Santander, we promote a diverse and inclusive workplace where all colleagues feel valued and supported. We are committed to creating a workplace free from discrimination, bullying, harassment, or victimization of any kind.
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