Scuk Head of Customer Experience

2 weeks ago

Milton Keynes, Milton Keynes, United Kingdom Santander Full time
SCUK Head of Customer Experience

Country:
United Kingdom

WHAT YOU WILL BE DOING


Santander Consumer Finance is one of the UKs Leading Motor Finance companies providing finance to a network of dealerships throughout the United Kingdom.

We are now launching an exciting and challenging project to expand our Contract Hire and Leasing teams inhouse.

This means effectively building a brand new Operation which will be based out of our new offices in Milton Keynes with the Operation going live in Spring/Summer 2024.


As such we are now recruiting for a Head of Customer Experience that will be working as a part of the project team helping to design, create and shape the new Operation ready to then run it when live.

This is a senior role responsible for a team of circa 30 people incorporating Customer Services, Customer Relations, De-fleet and Supplier Management, Technical Support Services and Specialist Support Functions.

This role will be hybrid and based out of the Milton Keynes office.

As part of the set up and current project there will be the initial requirement to visit the Redhill office on a regular basis.


Responsibilities will include:

  • To lead and develop the customer facing teams to provide an excellent experience for our customers
  • Manage and ensure the delivery of service in line with strategic objectives to maximise customer experience, business performance and productivity, whilst ensuring team's costs are kept under control
  • Strategic development of the Customer Services department, to seek out change and deliver optimisation in line with business objectives
  • To seek improvements in customer experience and then engage with key stakeholders to deliver on those changes
  • Responsibility for monitoring and delivery of Service Level Agreements initiating corrective actions as required
  • Present reports to stakeholders on progress, including risks, issues and suggested solutions
  • 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
  • Promotes an open culture through regular genuine twoway communication with their management team
  • Proactively develop and facilitate effective business relationships with internal stakeholders at all levels to optimise business effectiveness
  • To represent the department when needed and deputise in Executive level meetings on occasion
  • To have a solid understanding of the customer landscape and how the importance of Treating Customers Fairly is to business strategy

What we're looking for:

  • Previous demonstrable experience working with the motor finance industry in an operational role including contract hire
  • Extensive experience of leading large multifunctional Operational teams and being able to achieve results through people
  • Broad demonstrable understanding of the leasing market across various products including HP, PCP, PCH, BCH
  • Previous experience in identification and management of the customer expectations using appropriate mediums including Customer Surveys and additional 2 way communication mediums
  • Previous experience in forging departmental policies, procedures and standards within a department with foresight into a medium horizon years
  • Ability to make balanced risk based decisions within own and departmental delegated authority
  • Excellent communication skills and the ability to liaise with all stakeholders internal and external
  • Experience with interacting and influencing industry bodies and regulators at the highest level
  • Proven experience of successfully establishing new activities and implementing change
  • Significant experience of the Regulatory environment associated with consumer credit activities
  • Demonstrates a customer centric approach representing the business with internal and external customers

We have a range of benefits available which include:

  • Competitive salary of £60
  • £65,000 dependant on experience
  • 30 days holiday per annum, plus bank holidays
  • Annual bonus based on personal and company performance
  • Car allowance
  • Private medical cover
  • Generous pension contributions
  • Employee assistant programme
  • Enhanced family friendly policies
  • Sharesave scheme
  • Discounts on high street brands
  • Local retail discounts

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 ran

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