Country: 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.
For customers who are in financial difficulty, you will be more than just a friendly voice to answer their questions; you will be an attentive listener and problem solver to help find suitable solutions. This role is rewarding as you may handle simple queries or more complex situations to support customers’ financial difficulties.
You will be joining a supportive team of advisors, guided, trained, and developed by a dedicated team leader. This is a 12 month FTC.
You will be required to work full time in the office for an initial 6 month period and hybrid working will be assessed after a successful 6 month probation.
What you’ll be doing
* Receiving incoming calls and making outbound calls to customers in arrears via an automated and manual dialing system
* Offering customers appropriate financial signposting, suitable options, and guidance on their finance agreement
* Negotiating affordable payment plans with customers that are acceptable to both Santander Consumer Finance and the customer, ensuring the best customer outcomes as defined by CONC, while adhering to pre-defined and prescriptive mandates
* Handling each call in a professional manner with empathy and sensitivity as required
* Taking ownership of queries and complaints
* Updating system records to ensure data is accurate and factual
* Administering and maintaining customer agreements
* Identifying and reporting vulnerability and escalating to Champions as dictated by individual circumstances
* Dealing with or escalating any identified risks in relation to Santander UK risk policies and/or regulatory guidelines in line with the risk framework
* Protecting and enhancing customer and company interests
* Keeping up to date with legislation to offer best advice for customer decision making
* Adhering to Consumer Duty commitments and putting customers’ needs first
What we’re looking for
* A team player who can also work autonomously
* Strong interpersonal skills and an excellent telephone manner
* Ability to work well under pressure and to tight deadlines
* Highly organised with strong planning skills
* Positive and enthusiastic approach
* Receptive to change
* Previous call centre or call handling experience is desirable
* Adequate computer literacy and numeracy skills
* Good verbal and written communication skills
We have a range of benefits available which include
* Competitive salary of £26,950 - £29,000 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
* Enhanced family friendly policies
* Sharesave scheme
* Gym passes at a reduced rate for 3,000 gyms and leisure centres
* Local retail and high street brand discounts
Other things you need to know
The team operates between the hours of 9am and 6pm; you will be required to work a 3 weekly shift pattern from Monday to Friday within these hours. A note: the team are currently working 9am to 5pm or 10am to 6pm and you will be given adequate notice if this changes.
Equal Opportunities
At Santander we’re creating a thriving workplace where all colleagues feel they belong and are supported to succeed. We celebrate diversity and attract, retain and develop talented people through values of Simple, Personal, and Fair. We have a zero-tolerance approach to discrimination, bullying, harassment (including sexual) or victimisation of any kind.
If you want 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, please click apply to answer some questions and submit your CV and covering letter.
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Sales and Customer Service
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