Complaints Investigator

**Join our community**

**We know that flexibility is important to our customers and colleagues, that's why we're offeringhybrid Complaints Investigator roles in Liverpool.**

**We are currently recruiting Complaints Investigator colleagues for Full-Time positions (35 hours per week) with an OTE package of up to £21,347. This is made up of a base salary £19,647, £500 flexible benefits allowance and up to £1,200 discretionaryperformance related bonus opportunity.**

We have a wide range of working patterns available, including fixed shift working as well as 4 day condensed working weeks to best balance our colleagues home/work life balance and the needs of our customers. Our operating hours are Monday - Friday between8am to 6pm and Saturday 8am - 4pm.

**The difference you'll make**
- Taking ownership for customer complaints and resolving them by phone, mail and live chat
- Building a rapport with customers and understanding their perspective
- Investigating each complaint with due diligence
- Making fair resolutions
- Explaining decisions to customers so they understand what has happened
- Managing a workload of customer complaints at various stages of resolution

**What you'll bring**
- Experience of working within a customer services role
- The ability to treat each customer as an individual and deliver a tailored response on each call

**It would also be nice for you to have**
- Experience of using intellect and empathy, tact and diplomacy within a customer service role.
- High quality verbal and written communication skills
- Articulate and highly numerate with a strong attention to detail.
- Knowledge of financial services with an ability to work within procedural guidelines

**What else you need to know**

One of the key objectives of our Complaints Operation is to provide a great customer experience, a key part of this is to have the right number of colleagues available to meet the varying demand of our customer contact. This means we're available when ourcustomers need us. We recognise that many colleagues have other responsibilities outside of work and we have developed a number of shift patterns designed to provide colleagues with options which also meet business requirements

We are operating in a hybrid working environment, meaning that many colleagues spend part of their working hours at home and part in the office. Please discuss the detail of the working pattern options for the role with the hiring manager.

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.
- £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 ofSimple, 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 ourculture at Santander and we will provide you with knowledge to help you manage risks in your role.

**What to do next:

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

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