Scuk Customer Relations Advisor

2 months ago

Redhill, United Kingdom Santander Full time

SCUK Customer Relations Advisor

Country: United Kingdom

Are you an experienced, complaints handling expert and looking for a new customer service role in a company that offers recognition, career progression and excellent benefits? If the answer is yes to that question, then a Customer Relations Advisor role at Santander Consumer Finance UK (SCUK) could be perfect for you

SCUK are based in Redhill, Surrey and provide motor finance to car dealerships throughout the UK. 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.

**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

**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 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.

**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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