SCUK Customer Retention Specialist, Fixed Term Contract in Redhill

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.
• 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.
• Adhere to our commitment to Consumer Duty ensuring we put our customers’ needs first and set higher and clearer standards of consumer protection.

What we’re looking for:

• 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.

We have a range of benefits available which include:

• 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.

Other things you need to know:

• The hours for this role are 09:00-17:00 across Monday to Friday.
• 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.
• Should you want to be considered for part-time hours, please let us know and we can assess your requirements.

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.