SCUK Data Administration Team Leader (6 Month FTC)

Santander USA; Redhill; Hybrid; GBP 34,000 - 40,000; Full time

Job description

SCUK Data Administration Team Leader (6 Month FTC)

Country: United Kingdom

Santander Consumer Finance (SCUK) is one of the UK’s Leading Motor Finance companies and we are currently looking for a Data Administration Team Leader to join our Data Access & Commissions department on a 6 Month Fixed Term Contract.

In this important role you will be responsible for delivering high service standards in an ever-changing, quick-paced environment. You will provide support and guidance to your team, handling customer contact on behalf of SCUK and its Joint Ventures, received through various channels, including DSAR’s and complaints. You will be tasked with mentoring, coaching and developing your team members to ensure they fulfil their potential and offer excellent customer service.

In this role you will be required to work on a shift pattern working either 09:00-17:00 or 12:00-20:00.

Key responsibilities will include:

• Monitoring and producing daily and weekly statistics for the team including quality, performance, adherence, teamwork and attitude
• Developing, implementing and managing effective, consistent processes
• Resolving any issues relating to the day-to-day management of the team
• Coaching team members to deliver outstanding customer service
• Improving quality of service through reduction in errors and adherence to service standards whilst maintaining response quality and escalation rates
• Identifying areas for improvement in infrastructure and processes with the view to automate as much as possible
• Developing/maintaining KPI’s for a team of approximately 10 individuals
• Liaising with other departments to ensure smooth cross-contact and learning progress
• Playing an integral role in supporting the Data Access & Commissions Oversight Manager
• Ensuring SCUK’s values and culture are always maintained
• Providing thematic responses to trends with the confidence to approach individual cases
• Dealing with or escalating identified risks in relation to SCUK risk policies and/or legislative and regulatory guidelines in accordance with the Santander UK group risk framework

What we’re looking for someone who has:

• Previous management experience in a Contact Centre or Financial Services environment
• Their own initiative to resolve complex customer queries & complaints
• The ability to communicate ideas and issues effectively to colleagues and customers
• Excellent people management and interpersonal skills
• The ability to work to tight deadlines and cope under pressure
• Excellent attention to detail, and who can apply high quality standards to all tasks
• Strong written communication skills
• Planning and organising skills
• Receptive to change

We have a range of benefits available which include:

• Competitive salary of £34,000 - £40,000 (dependent on skills & experience)
• 27 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

Other things to note:

• You will be required to work on site at the SCUK Redhill office full time for the first month, after this time hybrid working will be available (3 days in the office, 2 days a week remote working)

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.