Customer Service Adviser S1 Fraud Payments Bootle
4 weeks ago
Customer Service Adviser | S1 | Fraud Payments | Bootle
Country: United Kingdom
**WHAT YOU WILL BE DOING**
**Join our community.**
**We are currently recruiting Customer Service colleagues within our Fraud Payments business area, with a starting package of £23, **827(Pro Rata), this is made up of a base salary of £21,801(Pro Rata) along with an additional £500 flexible benefit and up to a £1526 discretionary performance related bonus. **The position will also attract an annual twilight allowance of £1900 (Pro rata)**
For our customers, you’ll be more than just the friendly face and voice of Santander. You’ll be a listener and problem solver.
As a Fraud Payments colleague, you will be the first point of telephone contact for our customers, this will involve a lot more than just answering questions.
We’re passionate about helping people and businesses prosper and we strive to be simple, personal, and fair in everything we do. That’s why we’ve built a culture of respect, where everyone is empowered to keep their promises and go above-and-beyond for our customers, colleagues, and the communities we serve.
You’ll be totally flexible in your approach and comfortable in undertaking a broad range of activities. This means not limiting your time and focus on one particular element of your role. You’ll thrive on the variety this gives you and take satisfaction for operating in a multi-skilled environment. You’re the eyes and ears of our business after all.
**The difference you’ll make.**
- Championing customer service, reporting Non-Plastic Fraud and Card Fraud.
- Ensuring we do the right thing for our customers and tenacious in putting things right when things do go wrong, dealing Fraud, Scam and payment queries, helping customers and providing a service that is second to none.
- Supporting with High Value and High-Risk transactions.
- Building natural rapport and ability to engage in a way that makes our customers feel valued.
- Resolving payment queries, following a common-sense approach, profiling in relation to Fraud and having great Scam Conversations.
- Sharing best practice with our colleagues.
**What you'll bring.**
- Exceptional listening and communication skills with the ability to show empathy in a customer situation.
- Experience of working within a customer services role, previous telephony experience not essential
- You will require the right to work in the UK (please see details below)
**It would also be nice for you to have.**
- First class product knowledge and understanding of internal processes and procedures, good computing, and numeracy skills.
- Strong teamwork with a high level of motivation
- A real desire to go above-and-beyond for customers.
- Effective team working skills with a flexible, can-do approach to work.
- Openness to a broad range of activities even if outside of standard expectations
- Ability to grow, adapt and change accommodating business needs and priorities.
**What else you need to know**
**Shift option**:
- Part - time role, working 5 days a week, including alternate Saturdays and Sundays.
- Fixed start time 6pm - 11pm. (25 hours per week)
- If you are successful in reaching interview stage, your interview will be conducted remotely via Microsoft Teams.
- We would require you to commit to full time training across Monday to Friday 18:00 - 23:00 for a 4-week period before reverting to the above shift pattern.
**Everyday 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.
**How we’ll reward you.**
In addition to your salary, we offer a wide range of benefits that you can choose from and tailor to your needs. For part-time / contract roles, your salary, bonus (where eligible) and certain benefits will be prorated to reflect your working hours / contract duration.
- Starting salary of £21,801 plus a £500 annual cash allowance to spend on our great range of benefits.
- 25 days’ holiday plus bank holidays, which increases to 26 days after 5yrs service, with the option to purchase up to 5 contractual days per year.
- Eligible for a discretionary performance-related annual bonus.
- Voluntary healthcare benefits at discounted rates. Including: Bupa medical insurance, dental insurance, healthcare cash plan and health assessments
- Free access to wellbeing apps and up to three weekly online classes via our partnership with Gympass.
- Pension with generous contributions of up to 12.5% from Santander, depending on your own contribution and length of employment with us.
- Support your favourite causes through charitable giving and our community partnerships.
- Share in Santander’s success by investing in our share plans.
- 24/7 access to an online employee discoun
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