At a Glance
- Tasks: Assist customers in financial difficulty with empathy and problem-solving skills.
- Company: Join Santander Consumer Finance, a supportive and diverse workplace.
- Benefits: Competitive salary, 25 days holiday, annual bonus, and flexible benefits.
- Other info: Enjoy a dynamic team environment with opportunities for growth and hybrid working after probation.
- Why this job: Make a real difference in people's lives while developing your career.
- Qualifications: Strong communication skills and a positive attitude; call centre experience is a plus.
The predicted salary is between 27500 - 29000 £ per year.
Santander Consumer Finance UK (SCUK) is based in Redhill, Surrey and provides motor finance to a network of dealerships throughout the United Kingdom.
For our customers who are in financial difficulty, you will be more than just a friendly voice to answer their questions; you will be an attentive listener and problem solver too. This role is extremely rewarding as you can assist customers with a simple query or be required to handle a more complex situation to help find a suitable solution to support their financial difficulties.
You will be joining a supportive team of advisors and are guided, trained, and developed by a dedicated team leader. You will be required to work full time in the office for an initial 6 month period and hybrid working will be assessed after a successful 6 month probation.
What you’ll be doing:
- Receiving incoming calls and making outbound calls to customers in arrears via our automated & manual dialling system
- Offering customers appropriate financial signposting, suitable and appropriate options, and guidance on their finance agreement
- Negotiating affordable payment plans with customers that are acceptable to both Santander Consumer Finance and the customer ensuring the best customer outcomes as defined by CONC, whilst adhering to pre-defined and prescriptive mandates
- Handling each call in a professional telephone manner and have the ability to show empathy and sympathy as required
- Taking ownership of queries and complaints
- Updating system records accordingly ensuring data is accurate and factual
- Administering and maintaining customer agreements
- Identifying and reporting on vulnerability escalating to Champions as dictated by individual circumstances
- Dealing with or escalating any identified risks in relation to Santander Consumer risk policies and/or legislative and regulatory guidelines in accordance with the Santander UK group risk framework
- Protecting and enhancing customer and company interests
- Being aware of latest legislation and enforcement developments to offer best advice to assist customer decision making process
- Adhering 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:
- A team player, whilst also being able to work autonomously
- Strong interpersonal skills and an excellent telephone manner
- Ability to work well under pressure and to tight deadlines
- Highly organised and possess strong planning skills
- Positive and enthusiastic approach
- Receptive to change
- Previous call centre or call handling experience is desirable
- Adequate computer literacy and numeracy skills
- Good verbal and written communication skills
We have a range of benefits available which include:
- Competitive salary of £27,500 - £29,000 dependent on 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
- 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 team operates between the hours of 9am until 6pm, working either 9am – 5pm or 10am – 6pm. Please note: Our department hours will be 9am – 7pm and Saturdays 9am – 1pm.
Equal Opportunities
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.
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.
SCUK Financial Support Agent in Redhill employer: Banco Santander
Banco Santander is an excellent employer, offering a dynamic work environment where professionals can thrive in their careers while contributing to the success of clients in the natural resources sector. With a strong focus on employee growth, competitive salaries, and a comprehensive benefits package, including generous holiday allowances, Santander fosters a collaborative culture that empowers its team members to achieve their strategic goals and exceed income targets.
StudySmarter Expert Advice🤫
We think this is how you could land SCUK Financial Support Agent in Redhill
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Banco Santander. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Banco Santander before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace SCUK Financial Support Agent in Redhill
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Banco Santander:Your cover letter is your chance to shine! Tell us why you want to work at Banco Santander specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Banco Santander!
How to prepare for a job interview at Banco Santander
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
