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- Tasks: Assist customers in financial difficulty through calls, offering solutions and support.
- Company: Join Santander Consumer Finance UK, a leading provider of motor finance across the UK.
- Benefits: Enjoy a competitive salary, 25 days holiday, annual bonuses, and flexible benefits.
- Why this job: Make a real impact by helping customers while working in a supportive team environment.
- Qualifications: Strong communication skills, team player, and previous call centre experience preferred.
- Other info: Full-time office work for 6 months, then potential hybrid options; diverse and inclusive workplace.
The predicted salary is between 22700 - 25800 £ 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. This is a 12 month FTC. 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 and 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 £26,950 - £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 therefore you will be required to work a 3 weekly shift pattern Monday - Friday between these hours. Please note: The team are currently working 9am to 5pm or 10am to 6pm. You will be given adequate notice if this changes.
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.
Financial Support Advisor employer: Santander Consumer Finance
Contact Detail:
Santander Consumer Finance Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Financial Support Advisor
✨Tip Number 1
Familiarise yourself with the financial services industry, particularly around consumer finance and debt management. Understanding the common challenges customers face will help you empathise and provide better solutions during your interviews.
✨Tip Number 2
Practice your telephone communication skills. Since this role involves a lot of call handling, consider role-playing scenarios with friends or family to enhance your ability to listen actively and respond empathetically.
✨Tip Number 3
Research Santander's values and commitment to customer service. Being able to articulate how your personal values align with theirs can set you apart in the interview process and show that you're a good cultural fit.
✨Tip Number 4
Prepare examples from your past experiences that demonstrate your problem-solving skills and ability to work under pressure. Highlighting specific situations where you've successfully navigated challenges will showcase your suitability for the role.
We think you need these skills to ace Financial Support Advisor
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and skills required for the Financial Support Advisor position. Tailor your application to highlight how your experience aligns with these requirements.
Craft a Compelling Cover Letter: Write a cover letter that showcases your interpersonal skills and ability to handle customer queries effectively. Use specific examples from your past experiences to demonstrate your problem-solving abilities and empathy.
Highlight Relevant Experience: In your CV, emphasise any previous call centre or customer service experience. Detail your achievements in those roles, particularly any instances where you successfully resolved complex customer issues.
Showcase Your Skills: Make sure to include strong communication skills, organisational abilities, and your capacity to work under pressure in your application. These are crucial for the role and should be evident in both your CV and cover letter.
How to prepare for a job interview at Santander Consumer Finance
✨Show Empathy and Understanding
As a Financial Support Advisor, you'll be dealing with customers in financial difficulty. Make sure to demonstrate your ability to empathise with their situation during the interview. Share examples of how you've handled sensitive situations in the past.
✨Highlight Your Problem-Solving Skills
This role requires you to find suitable solutions for customers. Be prepared to discuss specific instances where you've successfully resolved complex issues or negotiated outcomes that benefited both parties.
✨Demonstrate Strong Communication Skills
Since you'll be communicating with customers over the phone, it's crucial to showcase your excellent verbal communication skills. Practice speaking clearly and confidently, and consider doing mock interviews to refine your telephone manner.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your ability to handle various customer situations. Think about potential challenges you might encounter in this role and prepare thoughtful responses that reflect your approach to problem-solving and customer care.
