SCUK Customer Relations Advisor (12 Month FTC)
Santander Consumer Finance, one of the UK’s leading motor finance companies, is looking for a Customer Relations Advisor to join on a 12 Month Fixed Term Contract with a hybrid working arrangement (at least 3 days a week in our Redhill, Surrey office).
What you’ll do
* Investigate complaints received via written correspondence or escalated from other departments and ensure a suitable resolution for both the customer and the business.
* Investigate complaints by liaising with internal departments, external parties, and reviewing evidence including call recordings.
* Ensure complaints are managed in line with TCF and FCA regulation considerations, ensuring complaints are managed fairly, accurately and clearly.
* Provide exceptional customer service to complainants and respond to telephone complaints in a professional and timely manner.
* Acknowledge, draft and send out complaints promptly, systematically and fairly within set time limits.
* Gather information from relevant departments and external parties.
Location, training and working pattern
* Full training will be provided on site at the SCUK office in Redhill for up to the first 6 months.
* After training, hybrid working will be available as per line manager discretion and individual performance.
* The department operates 9am–5pm, Monday–Friday.
* There is a requirement to work 2 bank holidays per year.
What we offer
* Competitive salary of £27,500–£29,500 per annum (dependent on experience).
* 25 days holiday per annum, plus bank holidays.
* Annual bonus based on personal and company performance.
* £500 flexible benefit allowance.
* Generous pension contributions.
* Employee assistance programme.
* Sharesave scheme.
* Gym passes at a reduced rate for 3,000 gyms and leisure centres.
* Local retail and high street brand discounts.
We’re looking for someone who
* Has previous customer service experience in an office-based role.
* Has previous complaint handling experience.
* Has strong interpersonal, call handling and communication skills (verbal and written).
* Can work well under pressure and meet tight deadlines.
* Is organised, detail-oriented and able to plan effectively.
* Has good computer literacy and numeracy skills.
* Has knowledge of SCUK complaint handling procedures, policies and current legislation (desirable but not essential).
* Knowledge of SCUK Ficres, Rumba and TCS Mainframe (desirable but not essential).
Other information
* Inclusion: Santander is committed to a diverse and inclusive workplace and has a zero-tolerance approach to discrimination, bullying, harassment (including sexual) or victimisation.
Next steps
If you are interested and believe you have the skills, experience and knowledge, please apply with your CV and covering letter.
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