SCUK Customer Relations Advisor

Santander Consumer (UK) plc; Redhill; Hybrid; GBP 27,000 - 30,000

Job description

Country: United Kingdom

SCUK, one of the UK’s Leading Motor Finance companies, is pleased to share that we are currently looking for a Customer Relations Advisor to join our busy Customer Service team, based in Redhill, Surrey.

In this interesting role, you will be responsible for investigating complaints that have been received via written correspondence or that have been escalated from other departments, and ensuring a suitable resolution is achieved for both the customer and the business. You will be investigating complaints by liaising with internal departments, external parties, and reviewing various pieces of evidence including call recordings.

We have a range of benefits available which include:

• Competitive salary of £27,500-£29,500 per annum (dependant 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, leisure centres etc.
• Local retail and high street brands discounts

What the day to day looks like:

• Ensuring exceptional customer service is provided to complainants
• Investigating and resolving the cause of individual complaints
• Responding to telephone complaints in a professional and timely manner
• Acknowledging, drafting, and sending out complaints promptly, systematically, and fairly within set time limits
• Gathering information from relevant departments and external parties
• Ensure complaints are managed in line with TCF and FCA regulation considerations, ensuring complaints are managed fairly, accurately, and clearly

We’re looking for someone who:

• Has previous Customer Service experience in an office-based role
• Has previous complaint handling experience
• Has strong interpersonal skills and call handling skills
• Has the ability to work well under pressure and to tight deadlines
• Has a positive and enthusiastic approach and is receptive to change
• Is highly organised and possesses strong planning skills
• Has a good level of computer literacy and numeracy skills
• Has strong verbal and written communication skills
• Has an in-depth knowledge of SCUK company complaint handling procedures, company policy and products, department procedures, and current legislation (desirable – not essential)
• Has sound knowledge of the SCUK Ficres, Rumba, and TCS Mainframe process and procedure (desirable – not essential)

Other things you need to know:

• The department operates between the hours of 9am and 5pm, Monday – Friday
• After training is completed, hybrid working will be available with a minimum of 3 days a week in the office
• There is a requirement to work 2 bank holidays per year

Location & Training: Full training for this role will be given and will be on site at our SCUK office in Redhill for up to the first 6 months. After this time, hybrid working will be available as per the line manager's discretion and dependent on the individual's work performance.

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.

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.