Scuk Customer Relations Advisor

SCUK Customer Relations Advisor

Country: United Kingdom

**WHAT YOU WILL BE DOING**

Santander Consumer Finance is a leading global player in the consumer finance business and we provide customers with finance for the vehicles they need and desire.

For our customers who have raised a complaint or issue, you will be more than just a friendly voice to answer their questions; you will be an attentive listener and problem solver too to get to the bottom of their complaint. This role is so rewarding as you are able to assist a customer with a simple complaint or be required to handle a more complex situation, whilst protecting their information through our GDPR and data protection guidelines.

This is a varied and interactive role where no two days are the same, and where you will be joining a supportive team of advisors and guided, trained, and developed by a dedicated team leader.

**What you’ll be doing**
- Ensure exceptional customer service is provided to complainants
- Adhere to company complaints policies & procedures
- Acknowledging, drafting, and sending out complaints promptly written and verbally
- Responding to all complaints within set time limits, systematically and fairly
- Resolving customers’ queries within agreed authority
- Investigating the cause of individual complaints
- Gathering information from relevant departments
- Ensure complaints are managed in line with TCF and FCA regulation considerations ensuring complaints are managed fairly, accurately, and clearly
- Make suggestions to improve processes and documentation to reduce complaint

**What we’re looking for**
- A team player, whilst also being able to work autonomously
- Strong interpersonal skills and an excellent telephone manner
- Ability to work well under pressure and to tight deadlines
- Highly organised and possess strong planning skills
- Positive and enthusiastic approach
- Receptive to change
- GCSE or equivalent in Maths and English at grades A-C
- Previous complaint handling experience is desirable
- Adequate computer literacy and numeracy skills
- Good verbal and written communication skills

**What we offer**

We have a range of benefits available which include:

- 25 days holiday per annum, plus bank holidays.
- Pension contribution. Minimum 3% with an employer matched contribution.
- Corporate rates for private medical insurance and other insurance products
- Employee assistant programme
- Enhanced family friendly policies
- Sharesave scheme
- Discounts on high street brands
- Local retail discounts

**Location & Training**

The training for this role will be **on site at our SCUK office in Redhill **and will be on site for the first initial 6 weeks. After this time, hybrid working will be available as per the line managers discretion and dependant on the individuals work performance.

**Other things you need to know**

The department operates between the hours of 9am - 5pm Monday to Friday so you will be required to work these hours with a 1-hour unpaid break each day. **Currently we only have full time, hybrid/office based roles available.
**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?