Responsibilities
* Handling customer and third-party mortgage or loan queries and transactions over the phone. Once fully trained, you may have the opportunity to support via Live Chat too.
* Inspiring customers to embrace our digital evolution, allowing them to choose how they interact with us.
* Keeping our customers and the bank safe, by identifying vulnerability and detecting potential fraud.
* Collating information accurately to solve customer queries at first point of contact.
* Excellent verbal and written communication skills
* Extensive computer and numeracy skills, having the ability to navigate multiple systems at once
* A passion for delivering outstanding service, listening to customer needs and providing great outcomes
* The right to work in the UK
Nice-to-have / Additional
* Excellent attention to detail, ensuring policies and regulations and quality standards are followed.
* The ability to thrive in a fast-paced environment, and adapt to change.
What you need to know
You will be working 35hrs per week, shifts will be scheduled within our opening hours which are 08:00-18:00 Monday-Friday & 09:00-14:00 Saturday (lieu days will be given when working Saturdays). We'll provide you with a comprehensive fully-paid training programme, on-site for a minimum of 12 weeks. When you've completed your training period, and reached the required level in the role, you'll have the opportunity to introduce working from home. We may also consider individual requests for flexible working such as part-time hours. This role is based in Teesside, and you'll be expected to spend at least two days per month of your time in this office.
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. We welcome applications on the understanding that, should you be offered this role, there may be no relocation package available. Santander will pay the employer mandatory government fees that are required to pay in connection with visa sponsorship. You may be liable for your own personal employee immigration and relocation costs.
Location / Team context
We're hiring full time Customer Service Advisors within our Homes Direct Servicing team in Glasgow with a starting package of £26,420; this is made up of a base salary of £24,000 along with an additional £500 flexible benefit and up to a £1,920 discretionary performance related bonus. By joining our team, you'll benefit from the best of both worlds: the flexibility of a hybrid role and the advantages of being part of a collaborative office environment. As well as a salary, we offer a wide range of benefits that you can choose from and tailor to your needs.
Salary & Benefits
* Starting salary of £24,000 plus a £500 annual cash allowance to spend on our great range of benefits.
* 25 days' holiday plus bank holidays, which increases to 26 days after 5yrs service, with the option to purchase up to 5 contractual days per year.
* Eligible for a discretionary performance-related annual bonus.
* Voluntary healthcare benefits at discounted rates. Including: medical insurance, dental insurance, and health assessments.
* Free access to a range of digital health services, including GP.
* Free access to wellbeing apps and up to three weekly online classes.
* We put 8% of salary into your pension, even if you don't contribute yourself. We'll pay in up to 12.5% of salary, if you contribute as well, and you can take some of our contribution in cash if you prefer.
* Protection for you and your family, with company-funded death-in-service benefit and income protection insurance, and the option to take advantage of discounted rates for additional life assurance and critical illness cover.
* Support your favourite causes through charitable giving and our community partnerships.
* Share in Santander's success by saving or investing in our share plans. 24/7 access to an online employee discount platform including retailers, entertainment, eating out, travel and more.
* As a Santander UK employee, you are able to request staff versions of our products like our Edge Current Accounts and Credit Cards with no fees, as well as apply to many other deals and discounts in Santander products and services.
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