Customer Service Advisor S1 Homes Teesside

Customer Service Advisor | S1 | Homes | Teesside

Thornaby, United Kingdom

WHAT YOU WILL BE DOING

Join our community.

For our callers, who could be Customers, Solicitors, Brokers, or internal colleagues, you’ll be more than just the friendly voice of Santander. You’ll be a listener and problem solver at critical and key moments in a customer’s life. It’s what makes this role so rewarding. Whether you’re helping someone about to move into their new dream home, or congratulating them for repaying their mortgage in full, you’ll never know what the next caller might need, and no two customers are the same.

The difference you will make.
- Servicing inbound calls from customers, brokers, solicitors and 3rd parties, either through personal ownership or by liaising with other areas (such as internal Departments; escalating issues or complaints), according to the process
- Using various systems to ensure all queries raised are fully answered, ensuring the account is accurately updated to reflect conversations
- Performing high value transactions on customers’ accounts,
- Achieving Key Performance Indicators such as Quality Assurance targets and AHT targets
- Displaying Santander’s 9 behaviours in conjunction with our Mortgage Centre of Excellence ethos

What you will bring.
- Excellent communication and customer service skills (such as articulate, clear, good listening/questioning skills, showing empathy where appropriate)
- Strong computer and numeracy skills with the ability to navigate around multiple systems at pace

It would also be nice for you to have.
- Resilience and problem-solving skills
- A structured approach to work and well organised
- Excellent attention to detail to ensure quality standards are maintained
- Flexible, approachable and works well under pressure

What else you need to know.

This role is based remotely and will require you to be within a reasonable travelling distance from our Teesside office as our contract requires flexibility to attend the site for meetings/training.

We’re recruiting full-time roles where shifts will be scheduled within our opening hours which are 08:00-19:00 Monday-Friday & 09:00-14:00 Saturday (lieu days will be given when working Saturdays).

Given the impact of the Coronavirus outbreak we will be conducting all interviews via telephone or video-conference where possible.

How we’ll reward you.

As well as a salary, we offer a wide range of benefits that you can choose from and tailor to your needs.
- £18,520 Starting Salary
- £500 annual cash allowance to spend on our great range of benefits.
- Eligible for a discretionary performance-related annual bonus.
- Free access to wellbeing apps and up to three weekly online classes via our partnership with Gympass.
- Voluntary healthcare benefits at discounted rates. Including: Bupa medical insurance, dental insurance, healthcare cash plan and health assessments
- Pension with generous contributions of up to 12.5% from Santander, depending on your own contribution and length of employment with us
- 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
- 24/7 access to an online employee discount platform including retailers, entertainment, eating out, travel and more
- Share in Santander’s success by investing in our share plans
- Support your favourite causes through charitable giving and our community partnerships

Learn more about our benefits and family friendly policies

ThePlaceToBeYourself - Everyday Inclusion at Santander

You can find out more about how we’re embedding an inclusive culture that encourages our people to bring their full and authentic selves to work on our Inclusion and Belonging page.

A bit more about Santander

At Santander we’re driven by our purpose - to help people and businesses prosper. This means we help customers to create change for themselves and those around them, and we champion businesses to grow sustainably. We do this by always living our values of Simple, Personal and Fair.

At Santander, we each take personal responsibility for managing risk by embracing the I AM Risk framework - to Identify, Assess, Manage and Report risks, and to continuously build a deeper understanding of the risks we face. It is an important part of our culture at Santander and we will provide you with knowledge to help you manage risks in your role.

What our People Say

“What’s not in doubt is that you’ll have plenty of support. Life in Mortgage and Loans can be busy and challenging, so we know how important it is we all help and support each other in our close-knit teams. We take each other seriously too. If you have an idea about how we can improve things, we want to hear it. You’re the eyes and ears of our business after all.”

What to do next:

- If this sounds like a role you’re interested in, then please apply.

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