SCUK Commercial Operations Agent

Overview

Santander Consumer Finance (SCUK) is one of the UK’s leading motor finance companies and we are looking for an enthusiastic Commercial Operations Agent to join our business working in both our Milton Keynes and Newport Pagnell offices. As a member of the Contract Hire Sales function within SCUK, the role holder must ensure the delivery of good outcomes is central to all customer interactions. The purpose of this position is to deliver excellent customer communication skills by engaging in email and telephone conversations with Tesla customers via the SCUK online journey when their application requires more information in order to get a credit decision. This can include completing tasks such as coordinating communication with customers, managing information requests, and supporting post-credit operational fulfilment in order to progress opportunities and optimise business volumes.

Responsibilities

• Maintain regular contact with SCUK Direct Sales team operating within the D2C space to manage sales opportunities and optimise business volumes.
• Manage direct customer interactions by supporting post-credit operational fulfilment.
• Coordinate communication strategy with customers, follow up on information submissions to prevent delays.
• Obtain any information that SCUK Underwriting or Funding require.
• Access sensitive customer data and be vigilant when processing applications.
• Have a strong understanding of how the D2C and Tesla journey works with all integrations and product knowledge, particularly for Contract Hire.
• Progress a daily pipeline of customers from lead to activation and update customer cases across internal systems within agreed Service Level Agreements, generating and issuing regulated documentation.
• Coordinate manual or electronic processes as required.
• Work in a fast-paced environment, adhering to service levels and productivity targets.
• Support peak volume periods (e.g., March and September registration plate changes) as part of team success.
• Participate in training and continuous personal development to implement positive process efficiencies benefiting customers and SCUK.

Qualifications and Experience

• Previous Customer Services experience within a Sales, Operations, or New Business environment in automotive-related financial services.
• Appreciation of legal, regulatory, and compliance issues relating to complaints, sales, and customer management within financial services.
• Familiarity with the FCA principles of business, including The Consumer Duty.
• Understanding of the automotive finance products such as Retail Finance and Leasing.
• Ability to adhere to SLAs and maintain high productivity.
• Experience in roles involving direct customer interaction and collaboration with external business partners (desirable).
• Experience in an organization leasing with multiple stakeholders and exposure to external partners and consumers (desirable).

Benefits

• Salary: £28,000 - £30,000 (dependant on skills & experience).
• 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 and leisure centres.

Working Arrangements and Inclusion

The hours for this post will be 35 hours a week, working on a rotational shift pattern, covering operational hours between Mon to Fri: 09:00-19:00, Sat: 09:00–17:00 and Sun 10:00-16:00. This is a hybrid role requiring you to work in the office a minimum of 3 days a week. Full-time attendance on site will be needed during initial training.

Inclusion: At Santander we’re creating a thriving workplace where all colleagues feel they belong and are supported to succeed. We celebrate diversity and attract, retain and develop the most talented and committed people through living our values of Simple, Personal, and Fair. Santander Consumer Finance has a zero-tolerance approach to discrimination, bullying, harassment (including sexual) or victimisation of any kind. If you want to be considered for part-time hours, please let us know so we can assess your requirements.

Note: Our work touches 140 million lives every day through innovation, sharing experiences, and adapting to new challenges. This is part of the Santander Effect.