Customer Service Adviser S1 Fraud Payments Bootle

Customer Service Adviser | S1 | Fraud Payments | Bootle

Bootle, United Kingdom

**WHAT YOU WILL BE DOING**

**Join our community**

**We are currently recruiting Customer Service colleagues for Full-Time positions (35 hours per week, various hours available) with an OTE package of up to **£22,461, this is made up of a base salary of £20,761, up to £1,200 discretionary performance related bonus, including £500 flexible benefits allowance.**

**If you opt for the fully flexible shift option you would receive an additional £1500 shift premium per annum**

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.

**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

**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

**What else you need to know.**

We have various shift options available. Let your recruiter know your preference during the recruitment process and we will do our best to accommodate this.
- **Option 1 - Condensed 4 day week**

In a full-time role working 4 days a week, 35 hours across either Wednesday - Saturday, or Sunday - Wednesday 08:45am - 06:30pm.
- **Option 2 - Monday - Friday**

In a full-time role working 35 hours across Monday - Friday 12:00pm - 8:00pm, no weekends.

We would require you to commit to full time training across Monday to Friday 09:00 to 17:00 for a 3 week period before reverting to your opted shift pattern.

**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 contract roles, your salary, bonus (where eligible) and certain benefits will be prorated to reflect your working hours / contract duration.
- Eligible for a discretionary performance-related annual bonus
- Receive a £500 annual cash allowance to spend on our great range of benefits.
- 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
- 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
- Voluntary healthcare benefits at discounted rates such as private medical insurance, dental insurance, healthcare cash plan and health assessments
- 24/7 access to an online employee discount platform
- Share in Santander’s success by investing in our Sharesave and Partnership shares 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 to do n