Scuk Customer Relations Team Leader

2 weeks ago

Redhill, United Kingdom Santander Full time

SCUK Customer Relations Team Leader - 12 mth FTC

Country: United Kingdom

**WHAT YOU WILL BE DOING**

Are you passionate about delivering high service standards? Do you have experience in a Team Leader role and can motivate and lead a team of around 10? If so then we’d love to hear from you

Santander Consumer Finance UK (SCUK) is based in Redhill, Surrey and provides motor finance to a network of dealerships throughout the United Kingdom. We are now looking for a Customer Relations team Team Leader for a 12 month fixed term contract.

This role is very rewarding as you will be accountable for delivering high service standards whilst improving root cause analysis and inter-departmental feedback. You will be expected to deliver a culture of motivation and business excellence, whilst setting a direction for the team. Customer Relations is a key function within the business therefore perception, visibility and influence are key areas of focus.

**What you’ll be doing**
- Monitor and produce daily and weekly statistics for the team including quality, performance, adherence, teamwork and attitude
- Provide quality assurance feedback to complaint handlers
- Develop, implement and manage effective, consistent complaints processes
- Maintain and update individual performance plans for all team members
- Coach team members to deliver outstanding customer service
- Improve quality of service through reduction in errors and adherence to service standards whilst maintaining response quality and escalation rates
- Identify areas for improvement in infrastructure and processes with the view to automate as much as possible
- Liaise with all other departments to ensure smooth cross-contact and learning progress
- Ensure SCUK’s values and culture are maintained at all times
- Be seen as a centre of excellence for all departments
- 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

**What we’re looking for**
- Previous experience in a Customer Services role is essential
- Experience in leading a team and achieving objectives
- Good interpersonal skills with the ability to communicate ideas and issues effectively to colleagues and customers
- Excellent telephone skills with the ability to handle escalated telephone calls
- Ability to use initiative to resolve complex customer queries and complaints
- Ability to work to tight deadlines and cope under pressure
- Competent written communication
- Knowledge or Microsoft Word, Excel and outlook
- Excellent attention to detail

**What we offer**
- Competitive salary of £32 - 36,000 dependant on 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 assistant programme
- Enhanced family friendly policies
- Sharesave scheme
- Discounts on high street brands
- Local retail discounts

Please note this role will be hybrid upon successful completion of training and as agreed by Head of Department.

**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**:

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