At a Glance
- Tasks: Engage with customers to provide tailored solutions and support their financial journey.
- Company: Join Santander, a leading financial services provider with a commitment to diversity and inclusion.
- Benefits: Enjoy a competitive salary, generous holiday, private medical cover, and gym discounts.
- Other info: Hybrid role with opportunities for personal and professional growth in a supportive environment.
- Why this job: Make a real difference by helping customers navigate their financial options and retain their agreements.
- Qualifications: Strong communication skills, empathy, and a proactive approach to customer service.
The predicted salary is between 28000 - 30000 £ per year.
The Customer Retention Specialist is responsible for engaging with customers who may be considering leaving, settling their agreement early, or experiencing financial difficulty. The role focuses on understanding each customer's individual circumstances and delivering tailored solutions that support the best possible customer outcome, including refinancing options, agreement restructuring, and long-term affordability support. By helping customers find suitable and sustainable solutions, the role aims to retain customers within their motor finance journey while supporting the commercial objectives of the business.
This role requires a balance of customer focus, commercial awareness, empathy, and strong negotiation skills to achieve fair and positive outcomes for both the customer and the business, while promoting responsible and sustainable lending. Please note this role is a hybrid role with at least 3 days a week in the Redhill office. Remote workers will not be considered.
Responsibilities will include:- Proactively connect with customers who are considering early settlement, Voluntary Termination or refinancing externally, or are approaching the end of their PCP agreement and considering handing the vehicle back.
- Understand customer circumstances through effective questioning and active listening.
- Offer appropriate retention and refinance solutions, such as internal refinancing options to retain the customer within the business, payment plans or restructuring options through Financial Support, contract extensions or term adjustments – reschedules, and connecting customers to our preferred partners to facilitate a new vehicle contract.
- Promote responsible refinancing by ensuring solutions are affordable and suitable for the customer’s circumstances.
- Negotiate outcomes that minimise attrition, prevent vehicle loss, and reduce financial risk.
- Support customers through the refinance journey, including explanation of terms, affordability checks, and documentation.
- Ensure all customer interactions are handled in line with FCA regulations, Consumer Duty, and Treating Customers Fairly (TCF) principles.
- Accurately document all interactions, decisions, and agreements in internal systems.
- Work towards individual and team KPIs including retention and refinance conversion.
- Identify trends in customer behaviour and provide feedback to improve retention and refinance strategies.
- Collaborate with underwriting, collections, and customer service teams to deliver joined-up solutions.
- Maintains accurate records and follows up customer actions within agreed timeframes.
- Manages multiple customer cases and priorities while maintaining a high standard of service.
- Takes a proactive approach to managing their customer leads and ensuring opportunities are not missed.
- Uses feedback from peers, managers, or customers to identify what is working well and where improvements can be made.
- Provides constructive feedback on processes, procedures, and customer journeys to support continuous improvement.
- Supports the development of new ways of working by sharing ideas and practical solutions based on customer experience as part of a small team.
- Identifies trends in customer behaviour and shares insights to help improve retention and refinance strategies.
- Contributes to the successful development of the retention function through collaboration and knowledge sharing.
- Recognises opportunities to improve customer journeys and reduce poor customer outcomes.
- Demonstrates initiative in identifying issues and suggesting practical day-to-day solutions to improve team performance.
- Competitive salary of £28k - £30k dependent on experience.
- 25 days holiday per annum, plus bank holidays.
- Annual bonus based on personal and company performance.
- Private medical cover.
- £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.
- The hours for this role are 09:00-17:00 across Monday to Friday.
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.
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.
SCUK Customer Retention Specialist, Fixed Term Contract in Redhill employer: Banco Santander SA
Santander is an exceptional employer, offering a supportive and inclusive work culture that prioritises employee well-being and professional growth. As a Customer Retention Specialist in Redhill, you will benefit from competitive salaries, generous holiday allowances, and a range of health and wellness perks, all while contributing to meaningful customer outcomes in a dynamic environment. With a commitment to diversity and continuous improvement, Santander empowers its employees to make a significant impact on the lives of customers every day.
StudySmarter Expert Advice🤫
We think this is how you could land SCUK Customer Retention Specialist, Fixed Term Contract in Redhill
✨Tip Number 1
Get to know the company before your interview! Research their values, mission, and recent news. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your negotiation skills! Since the role involves discussing financial options with customers, being comfortable with negotiation can really set you apart. Role-play with a friend or use online resources to sharpen those skills.
✨Tip Number 3
Show off your empathy! In customer retention, understanding individual circumstances is key. Prepare examples from your past experiences where you successfully helped someone through a tough situation.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and keen on joining our team at Santander.
We think you need these skills to ace SCUK Customer Retention Specialist, Fixed Term Contract in Redhill
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Customer Retention Specialist. Highlight your experience in customer service, negotiation skills, and any relevant financial knowledge. We want to see how you can help us retain customers!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer retention and how your skills align with our mission. Be genuine and let your personality come through – we love that!
Showcase Your Problem-Solving Skills:In your application, give examples of how you've successfully resolved customer issues in the past. We’re looking for someone who can think on their feet and offer tailored solutions, so don’t hold back on those success stories!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the easiest way for us to receive your application and ensures you don’t miss out on any important updates. Plus, we love seeing applications come in through our own platform!
How to prepare for a job interview at Banco Santander SA
✨Know Your Customer Retention Strategies
Before the interview, brush up on customer retention strategies and techniques. Understand how to engage with customers who are considering leaving and think about tailored solutions you could offer. This will show your potential employer that you're proactive and knowledgeable about the role.
✨Practice Active Listening
During the interview, demonstrate your active listening skills. Make sure to ask clarifying questions and summarise what the interviewer says to show you understand their needs. This is crucial for a role focused on understanding individual customer circumstances.
✨Showcase Your Negotiation Skills
Be prepared to discuss past experiences where you've successfully negotiated outcomes. Think of examples where you balanced customer needs with business objectives. This will highlight your ability to achieve fair and positive outcomes, which is key for this position.
✨Familiarise Yourself with FCA Regulations
Since the role involves adhering to FCA regulations and Treating Customers Fairly principles, make sure you have a basic understanding of these guidelines. Being able to discuss how you would apply these in real scenarios will impress your interviewers and show your commitment to responsible lending.
