2 weeks ago Be among the first 25 applicants
Country: United Kingdom
Santander Consumer Finance UK (SCUK) is based in Redhill, Surrey, providing motor finance to a network of dealerships throughout the UK.
In this role, you will assist customers in financial difficulty, acting as a friendly voice, attentive listener, and problem solver. You will handle simple queries and more complex situations to find suitable solutions, making a meaningful difference in their financial wellbeing.
You will join a supportive team of advisors, guided, trained, and developed by a dedicated team leader.
Initially, you will work full-time in the office for 6 months, with hybrid working options assessed after a successful probation period.
What you’ll be doing:
* Receiving incoming calls and making outbound calls to customers in arrears using our automated and manual dialling systems.
* Offering appropriate financial guidance, signposting, and suitable options for customers regarding their finance agreements.
* Negotiating affordable payment plans that are acceptable to both Santander and the customer, ensuring the best outcomes in compliance with CONC and company mandates.
* Handling each call professionally, demonstrating empathy and understanding as needed.
* Taking ownership of queries and complaints, ensuring resolution.
* Updating system records accurately and maintaining data integrity.
* Administering and maintaining customer agreements.
* Identifying vulnerable customers and escalating cases to Champions as appropriate.
* Reporting and escalating risks in line with Santander risk policies and legislative guidelines.
* Protecting customer and company interests.
* Staying informed about legislation and enforcement developments to provide the best advice.
* Adhering to Consumer Duty commitments, prioritising customer needs and maintaining high standards of consumer protection.
What we’re looking for:
* A team player capable of working independently.
* Excellent interpersonal and telephone skills.
* Ability to work under pressure and meet deadlines.
* Highly organised with strong planning skills.
* Positive, enthusiastic, and adaptable to change.
* Experience in call centres or call handling is desirable.
* Basic computer literacy and numeracy skills.
* Strong verbal and written communication skills.
Benefits include:
* Salary £26,950 - £29,000 based on experience.
* 25 days holiday plus bank holidays.
* Annual performance bonus.
* £500 flexible benefit allowance.
* Generous pension contributions.
* Employee assistance programme.
* Enhanced family policies.
* Sharesave scheme.
* Gym passes at discounted rates for 3,000 gyms and leisure centres.
* Discounts at local retail and high street brands.
Additional information:
The team operates between 9am and 6pm, working on a 3-week rotating shift pattern, Monday to Friday. Current hours are 9am-5pm or 10am-6pm, with notice given for any changes.
Equal Opportunities
Santander promotes diversity and inclusion, creating a workplace where everyone feels they belong and can succeed. We have a zero-tolerance policy towards discrimination, bullying, harassment, or victimisation of any kind.
Next steps:
If interested, please apply by submitting your CV and cover letter through our application process, which includes answering some questions.
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