Scuk Specialist Support Case Handler

SCUK Specialist Support Case Handler

Country: United Kingdom

**WHAT YOU WILL BE DOING**

Santander Consumer Finance UK (SCUK) is based in Redhill, Surrey and provides motor finance to a network of dealerships throughout the United Kingdom.

We currently have a fantastic new opportunity for an experienced customer service professional to join us in a highly rewarding role as a Specialist Support Case Handler.

This role would suit someone with experience in working with vulnerable customers with knowledge of the operational process and regulatory requirements. You will be providing expert support to help colleagues, customers and third parties in complex situations where the customers vulnerability impacts on the situation as well as being highly compassionate and empathetic towards bereaved third parties (customer representatives) when dealing with the customers estate. These behaviours are embedded into the SCUK culture. Some scenarios that you may have to deal with in this role involve mental health issues, long term sickness, bereavement, and lots more.

You will be joining a supportive team of case handlers and are guided, trained, and developed by a dedicated team manager.

**What you’ll be doing**:

- Supports colleagues by understanding the root cause of issues and provides the correct and most appropriate solution for customers, whilst delivering against all risk and quality metrics
- Support bereaved third parties by understanding their requirements and providing the correct and most appropriate solution for the third party involved
- Understand the impact of the customers vulnerability and explore options by taking a balanced approach to risk.
- Coach/train colleagues on how to resolve queries on their own, empowering them to resolve similar situations themselves in future
- Build effective relationships with colleagues and stakeholders across the relevant areas. Be the driving force behind improving the customer/ third party experience.
- Work efficiently as a small specialist team ensuring they deliver the right outcomes and support for customers when they need us
- To be able to “think outside the box” and provide bespoke solutions for customers and bereaved third parties.
- Monitor and review Vulnerable Customers and Bereavement cases periodically to ensure the relevant support is being provided.

**What we’re looking for**:

- A team player, whilst also being able to work autonomously
- Strong interpersonal skills with customers and colleagues, ability to ask engaging questions and truly listen
- 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
- Capability to deal with and assess sensitive and distressing situations daily
- Able to empathise with customers/ third parties
- First-class problem-solving skills to understand impact of vulnerability and options using existing BAU and exceptions processes.
- Skilled in interpreting and analysing information to construct appropriate responses in relation to complex queries.
- Ability to come up with bespoke solutions whilst adhering to procedures and compliance.
- Experience of working with different levels of stakeholders to achieve a positive outcome for customers
- Experience of working in a busy, customer driven environment
- Clear decision-making ability

**We have a range of benefits available which include**:

- Competitive salary of £29,000 - £32,000 per annum dependant on experience
- 27 days holiday per annum, plus bank holidays
- Annual bonus based on personal and company performance
- £500 flexible benefit allowance
- Generous pension contributions
- Employee assistance programme
- Enhanced family friendly policies
- Sharesave scheme
- Gym passes at a reduced rate for 3,000 gyms, leisure centres etc
- Local retail and high street brands discounts

**Other things you need to know**:
The working hours for this role are Monday to Friday 9am - 5pm, and there will be a requirement of working 2 bank holidays a year.

**Location & Training**

The training for this role will be **on site at our SCUK office in Redhill **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.

**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’