Customer Service Contact Centre Advisor

Are you looking for a Customer Service role that offers recognition, career progression and excellent benefits? If the answer is yes to that question, then a Contact Centre Advisor role at Santander Consumer Finance UK (SCUK) could be perfect for you!

We are based in Redhill, Surrey and provide motor finance to car dealerships throughout the UK. We are now currently looking for passionate and enthusiastic customer service experts to join our busy team where you will be more than just a friendly voice to answer their questions; you will be an attentive listener and problem solver too.

We have a range of benefits available which include:

• Competitive salary of £24,538 per annum
• 25days 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:

• Responding to all incoming customer queries, by various communication methods such as telephone, email, live chat functions, SMS or letter and resolving within Company Policy and service levels
• Achieving monthly targets set by the leadership team and team leaders
• Providing exceptional customer service whilst behaving in a professional manner and adapting to different caller scenarios and challenges
• Dealing with, or escalating any identified risks in relation to SCUK risk policies, legislative and regulatory guidelines in accordance with the Santander UK group risk framework
• Ensuring all customer related data is accurately recorded and always factual in line with GDPR
• Handling customer complaints within 3 days and identifying resolutions that are fair to the customer and company where possible

• Adhering to our commitment to Consumer Duty ensuring we put our Customers’ needs first and set higher and clearer standards of consumer protection

We’re looking for someone who:

• Has previous customer service experience gained in either a face to face or telephone based environment
• Has strong interpersonal skills and an excellent telephone manner
• Has the ability to work well under pressure and to tight deadlines
• 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 a positive and enthusiastic approach and is receptive to change
• Has previous call centre or call handling experience (desirable - not essential)

Other things you need to know:

The department operates between the hours of 8am and 6pm and therefore you will be required to work across a shift pattern, detailed below:

• Week 1 - 8am to 3pm (1-hour unpaid break) + Sat 9am to 2pm
• Week 2 - 9am to 5pm (1-hour unpaid break)
• Week 3 - 8:30am 4:30am (1-hour unpaid break)
• Week 4 - 9:30am to 5:30pm (1-hour unpaid break)
• Week 5 - 10am to 6pm (1-hour unpaid break)
• Week 6 - 9am to 5pm (1-hour unpaid break)

These hours equate to an average of a 35-hour week, across a 4-week period, and currently we only have full-time, hybrid/office-based roles available. Please note there is also 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 roughly the first 6-8 weeks. After this time, hybrid working will be available as per the line managers discretion and dependant on the individuals 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.

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.