SCUK Contact Centre Advisor

WHAT YOU WILL BE DOING

Santander Consumer Finance is a leading global player in the consumer finance business and we provide customers with finance for the vehicles they need and desire.

For our customers, you will be more than just a friendly voice to answer their questions; you will be an attentive listener and problem solver too. This role is so rewarding as you are able to assist a customer with a simple query or be required to handle a more complex situation, whilst protecting their information through our GDPR and data protection guidelines.

This is a varied and interactive role where no two days are the same. You will be joining a supportive team of advisors, and are guided, trained, and developed by a dedicated team leader.

What you’ll be doing

• Ability to analyse telephone calls from a root cause and escalate finding to line management to enable learning and promoting best practice
• Deal with or escalate any identified risks in relation to Santander Consumer risk policies and/or legislative and regulatory guidelines in accordance with the Santander UK group risk framework
• Ensure that treating customers fairly is at the heart of every telephone call taken
• Ensure where possible the customer receives a first point resolution without being transferred unnecessarily
• Follow company policy adhering to service levels and current legislation at all times
• Identify resolutions that are fair to the customer and company where possible
• Liaise with other areas of the business, customers, and dealers to ensure customer concerns or queries are satisfactorily resolved
• Respond to customer queries by telephone
• To deal with all incoming communication by telephone and where appropriate, resolve within Company Policy and service levels
• To develop and maintain appropriate knowledge in products, procedures, policy, legislation, and technology
• To ensure all customer related data is accurately recorded and always factual in line with GDPR
• To liaise with customers and other SCF departments to ensure customer queries and concerns are resolved in a timely manner
• To show a positive attitude to all team members by being loyal and fully committed to team objectives
• To undertake all other tasks and responsibilities as requested by the Line Manager
• Understand issues from the customer’s perspective, by asking pertinent questions to drive further understanding

What we’re looking for

• A team player, whilst also being able to work autonomously
• Strong interpersonal skills and an excellent telephone manner
• Ability to work well under pressure and to tight deadlines
• Highly organised and possess strong planning skills
• Positive and enthusiastic approach
• Receptive to change
• GCSE or equivalent in Maths and English at grades A-C
• Previous call centre or call handling experience is desirable
• Adequate computer literacy and numeracy skills
• Good verbal and written communication skills

What we offer

We have a range of benefits available which include:

• 25 days holiday per annum, plus bank holidays
• Pension contribution. Minimum 3% with an employer matched contribution
• Corporate rates for private medical insurance and other insurance products
• Employee assistant programme
• Enhanced family friendly policies
• Sharesave scheme
• Discounts on high street brands
• Local retail discounts

Other things you need to know

The salary banding for this role is £ 23,500-£25,500 per annum (dependant on experience) plus bonus potential and £500 flexible benefit allowance.

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 – 5pm or 8:30am - 4:30pm (1-hour unpaid break)

Week 3 - 10am to 6pm (1-hour unpaid break)

Week 4 – 9am to 5pm (1-hour unpaid break)

Week 5 – 9am - 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 weeks. After this time, hybrid working will be available as per the line managers discretion and dependant on the individuals work performance.

Equal Opportunities

Santander Consumer Finance are an equal opportunities employer. Our customers come from a wide range of backgrounds, and so do our people. By reflecting and celebrating diversity in our workforce, we’ve created an inclusive culture, which adds real value to our business.

When we talk about diversity, we’re not just paying lip service. It’s too important. Everyone here is selected, promoted, and treated on their aptitude and skills to do the job, irrespective of their gender, age, disability, race, religion & belief, or sexual orientation. It’s a culture where everyone counts, in which the diverse range of backgrounds and perspectives makes us stronger and helps us retain talented people and develop them to their full potential.

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.