At a Glance
- Tasks: Engage with customers to provide tailored solutions and support their financial journey.
- Company: Join a supportive team focused on customer retention and sustainable lending.
- Benefits: Enjoy a competitive salary, generous holiday, and private medical cover.
- Other info: Hybrid role with great career development opportunities in a collaborative environment.
- Why this job: Make a real difference by helping customers navigate their financial options.
- Qualifications: Strong communication skills 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.
Responsibilities
- Proactively connect with customers who are considering early settlement, voluntary termination, 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.
- Connecting customers to 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 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 the commitment to Consumer Duty, ensuring customers' needs are put first and high standards of consumer protection are set.
Qualifications
- 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 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 within 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.
Benefits
- Competitive salary of £28,000-£30,000 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 and leisure centres.
Other Job Details
- Hours: 09:00-17:00, Monday to Friday.
- Hybrid role with at least 3 days a week in the Redhill office; remote workers not considered.
EEO Statement
We have a zero-tolerance approach to discrimination, bullying, harassment (including sexual), or victimisation of any kind. All colleagues feel they belong and are supported to succeed.
SCUK Customer Retention Specialist, Fixed Term Contract in Redhill employer: Santander Bank
As a Customer Retention Specialist at our Redhill office, you will be part of a supportive and dynamic work culture that prioritises employee well-being and professional growth. We offer competitive salaries, generous benefits including private medical cover and a flexible benefits allowance, and a commitment to fostering an inclusive environment where every team member can thrive. Join us to make a meaningful impact on customers' financial journeys while enjoying opportunities for personal development and collaboration within a dedicated team.
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 inside out! Research their values, mission, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your active listening skills. When you engage with potential employers, make sure to listen carefully to their needs and concerns. This will help you respond effectively and demonstrate your empathy, which is key for a Customer Retention Specialist.
✨Tip Number 3
Don’t shy away from showcasing your negotiation skills! Prepare examples of how you've successfully navigated tough conversations in the past. This will highlight your ability to achieve positive outcomes for both customers and the business.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you’re proactive and serious about joining our team. Let’s get you on board!
We think you need these skills to ace SCUK Customer Retention Specialist, Fixed Term Contract in Redhill
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Retention Specialist role. Highlight your experience in customer service, negotiation skills, and any relevant financial knowledge. We want to see how you can bring your unique flair to our team!
Showcase Your Empathy:In your application, emphasise your ability to understand and connect with customers. Share examples of how you've helped others in difficult situations, as this role is all about supporting customers through their financial journeys. We love a good story!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see your qualifications and fit for the role.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining the StudySmarter family!
How to prepare for a job interview at Santander Bank
✨Know Your Customer Retention Strategies
Before the interview, brush up on various customer retention strategies. 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 ready to tackle the challenges of the role.
✨Practice Active Listening
During the interview, demonstrate your active listening skills. This means not just hearing but understanding what the interviewer is saying. Reflect back on their questions and show empathy in your responses, as this is crucial for a Customer Retention Specialist.
✨Showcase Your Negotiation Skills
Be prepared to discuss past experiences where you 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 role.
✨Familiarise Yourself with FCA Regulations
Make sure you understand the basics of FCA regulations and Consumer Duty principles. Being knowledgeable about these will not only impress your interviewer but also show that you’re committed to promoting responsible lending and protecting customer interests.
