Customer Service Advisor

Santander Consumer Finance (SCUK) are looking for passionate Customer Service Advisors to join our busy Contact Centre team in Redhill, Surrey. This is a hybrid position, where you will be required to attend the office full time for the first 6 months (fully remote workers will not be considered).

In this rewarding role you will be absolutely customer obsessed, and a strong team player with a collaborative approach to ensure the customer is always at the heart of everything you do. You will be driven to identify opportunities to improve the service we offer and be able to make decisions with a true desire to ensure an exceptional customer experience every time.

Please note, all new starters are subject to our background vetting checks, and the next start date for this post will be the 6th October.

Day-to-day, you’ll:

• Answer a high volume of calls and interacting with customers over live chat and email
• Deal with our customers day-to-day needs, complex queries and aim to provide resolution on that first call
• Investigate customer queries, raising with relevant parties and escalating where needed
• Ensure service and customer demand is met to a high standard and within an agreed turn-around time (SLA)
• Liaise closely with other teams to advocate on behalf of customers
• Be empathetic to customers personal circumstances to understand their requirements and provide personalised solutions where possible
• Be a digital communications expert, assisting customers digitally using their own device

What will make you stand out?

• Excellent customer service experience
• Self-motivated and upbeat with the necessary aim to achieve agreed objectives and engage with career and personal development offerings to drive your career
• Passion and dedication to deliver fantastic service and get the best outcome every time
• Excellent communication skills with the ability to work effectively as part of a team
• Ability to maintain high levels of accuracy whilst working to tight timeframes

Things you need to know:

The department operates between the hours of 8am and 6pm and you will be required to work across the below shift pattern:

• Week 1 – 08:00-15:00 (1-hour unpaid break) & Saturday 09:00-14:00
• Week 2 – 09:00-17:00 (1-hour unpaid break)
• Week 3 – 10:00-18:00 (1-hour unpaid break)
• Week 4 – 08:00-16:00 (1-hour unpaid break)
• Week 5 – 09:00-17:00 (1-hour unpaid break)
• Week 6 – 10:00-18:00 (1-hour unpaid break)

These hours equate to an average of a 35-hour week, across a 4-week period. Please note there is also a requirement to work 2 bank holidays per year

We have a range of benefits available which include:

• Competitive salary of £26,161 per annum
• 25 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
• Sharesave scheme
• Gym passes at a reduced rate for 3,000 gyms, leisure centres etc
• Local retail and high street brands discounts

Location & Training:

• Full training for this role will be provided on site at our Redhill office for the first 6 months. After this time, hybrid working will be available (with a minimum of 3 days a week in the office) as per the line managers discretion and dependant on the individuals work performance

Inclusion:

At Santander we’re creating a thriving workplace where all colleagues feel they belong and are supported to succeed. We all help to make Santander a workplace that celebrates diversity and attracts, retains and develops the most talented and committed people through living our values of Simple, Personal, and Fair.

At Santander Consumer Finance we have a zero-tolerance approach to discrimination, bullying, harassment (including sexual) or victimisation of any kind.

What are the next steps:

If you are interested in this role and believe you have the skills, experience, and knowledge then we’d love to hear from you. Please go ahead and click apply which will take you through some questions and allow you to submit your CV and covering letter.