Scuk Fiba Customer Relations Advisor

3 weeks ago

Redhill, United Kingdom Santander Full time

SCUK FiBa Customer Relations Advisor - 12m FTC

Country: United Kingdom

SCUK, one of the UK’s Leading Motor Finance companies are pleased to share that we are currently looking for a Customer Relations Advisor to join our busy Customer Service team, based in Redhill, Surrey.

In this interesting role you will be responsible for investigating complaints that have been received via written correspondence or that have been escalated from other departments, and ensuring a suitable resolution is achieved for both the customer, and the business. You will be investigating complaints by liaising with internal departments, external parties and reviewing various pieces of evidence including call recordings.

This is a 12 month FTC opportunity to support our Operations team on the roll out of our internal FiBa project.

**We have a range of benefits available which include**:

- Competitive salary of £27,000-£29,000 per annum (dependant on experience)
- 25 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
- Local retail and high street brands discounts

**What the day to day looks like**:

- Ensuring exceptional customer service is provided to complainants
- Investigating and resolving the cause of individual complaints
- Responding to telephone complaints in a professional and timely manner
- Acknowledging, drafting and sending out complaints promptly, systematically and fairly within set time limits
- Gathering information from relevant departments and external parties
- Ensure complaints are managed in line with TCF and FCA regulation considerations ensuring complaints are managed fairly, accurately and clearly

**We’re looking for someone who**:

- Has previous Customer Service experience in an office based role
- Has previous complaint handling experience
- Has strong interpersonal skills and call handling skills
- Has the ability to work well under pressure and to tight deadlines
- Has a positive and enthusiastic approach and is receptive to change
- 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 an in depth knowledge of SCUK company complaint handling procedures, company policy and products, department procedures and current legislation (desirable - not essential)
- Has sound knowledge of Ficres, Rumba and TCS Mainframe process and procedure (desirable - not essential)

**Other things you need to know**:

- The department operates between the hours of 9am and 5pm, Monday - Friday.
- There is 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 upto the first 6 months. 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**:

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