SCUK Administration & Aftercare AgentCountry: United Kingdom
Santander Consumer Finance UK (SCUK) is based in Redhill, Surrey and provides motor finance to a network of dealerships throughout the United Kingdom. We are pleased to share we are currently looking for an Administration and Aftercare Agent to join our Customer Resolutions team, working in a hybrid role (with a minimum of days a week in the office).
In this varied role, reporting to the Admin and Aftercare Team Leader you will be responsible for all administration and aftercare tasks on behalf of the complaint handlers to ensure customers receive a good service and our regulatory timescales and deadlines are met. You will also be accountable for the adherence of regulatory SRC requirements and initiating/monitoring of the Recovering Money from Dealers process.
Key responsibilities will include:
1. Ensure exceptional customer service is provided to complainants
2. Maintenance of Customer relations mailbox’s
3. Monitoring and completing of the Admin aftercare worklists
4. Timely raising of I-Types and BACS requests
5. Handing of post admin duties
6. Adhere to company complaints policies & procedures
7. Responding to all SRC complaints within set time limits, systematically and fairly
8. Resolving customers’ queries within agreed authority
9. Logging and referring complaints
10. Completing aftercare admin duties for both Complaints and FOS team
11. Investigating the cause of individual complaints and analysing trends
12. Monitoring and tracking of the Recovering Money from Dealers process
13. Arranging vehicle collections and communicating across departments
14. Communicating with internal and external stakeholders
15. Gathering information from relevant departments and external parties
16. Ensure SRC complaints are managed in line with TCF and FCA regulation considerations ensuring complaints are managed fairly, accurately, and clearly
17. Make suggestions to improve processes and documentation to reduce complaints
What we’re looking for someone who has:
18. Previous administration experience
19. GSCE’s for Mathematics and English at an A-C grade (or equivalent)
20. Solid customer service experience (ideally in the Financial Services sector)
21. The ability to work under own initiative to resolve SRC complaints
22. The ability to work under pressure and to tight deadlines
23. Excellent attention to detail
24. A positive, enthusiastic approach and someone who is receptive to change
25. Good interpersonal skills
26. Planning and organisation skills
27. Confident telephone & call handling skills
28. Strong written communication skills as well as strong numeracy skills
29. An in-depth knowledge of complaint handling procedures, policy and products, department procedures and current legislation (desirable – not essential)
30. Complaint handling experience (desirable – not essential)
31. Sound knowledge of SCUK Mainframe processes/procedure (desirable – not essential)
We have a range of benefits available which include:
32. Competitive salary of £,-£, (dependent on experience)
33. days holiday per annum, plus bank holidays
34. Annual bonus based on personal and company performance
35. £ flexible benefit allowance
36. Generous pension contributions
37. Employee assistance programme
38. Sharesave scheme
39. Gym passes at a reduced rate for, gyms, leisure centres etc
Other things you need to know:
40. The hours for this post are :-: across Monday-Friday
41. You will be required to attend the office full time for the first months of your employment, whilst you undertake your training
Inclusion
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.
At Santander Consumer Finance we have a zero-tolerance approach to discrimination, bullying, harassment (including sexual) or victimisation of any kind.
Should you want to be considered for part time hours, please let us know and we can assess your requirements.
What are the next steps:
If you are interested in this role and believe you have the skills, experience, and knowledge then we’d love to hear from you. Please go ahead and click apply which will take you through some questions and allow you to submit your CV and covering letter.