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- Tasks: Provide exceptional customer service and manage administration tasks for complaint handling.
- Company: Join Santander Consumer Finance, a leading motor finance provider in the UK.
- Benefits: Competitive salary, annual bonus, gym passes, and employee assistance programme.
- Why this job: Make a real difference in customer experiences while developing your skills in a supportive environment.
- Qualifications: Previous administration experience and strong customer service skills required.
- Other info: Hybrid role with excellent training and career growth opportunities.
The predicted salary is between 26000 - 27000 £ 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. We are pleased to share we are currently looking for an Administration and Aftercare Agent to join our Customer Resolutions team, working in a hybrid role (with a minimum of 3 days a week in the office).
In this varied role, reporting to the Admin and Aftercare Team Leader you will be responsible for all administration and aftercare tasks on behalf of the complaint handlers to ensure customers receive a good service and our regulatory timescales and deadlines are met. You will also be accountable for the adherence of regulatory SRC requirements and initiating/monitoring of the Recovering Money from Dealers process.
Key responsibilities will include:
- Ensure exceptional customer service is provided to complainants
- Maintenance of Customer relations mailbox’s
- Monitoring and completing of the Admin aftercare worklists
- Timely raising of I-Types and BACS requests
- Handing of post admin duties
- Adhere to company complaints policies & procedures
- Responding to all SRC complaints within set time limits, systematically and fairly
- Resolving customers’ queries within agreed authority
- Logging and referring complaints
- Completing aftercare admin duties for both Complaints and FOS team
- Investigating the cause of individual complaints and analysing trends
- Monitoring and tracking of the Recovering Money from Dealers process
- Arranging vehicle collections and communicating across departments
- Communicating with internal and external stakeholders
- Gathering information from relevant departments and external parties
- Ensure SRC complaints are managed in line with TCF and FCA regulation considerations ensuring complaints are managed fairly, accurately, and clearly
- Make suggestions to improve processes and documentation to reduce complaints
What we’re looking for someone who has:
- Previous administration experience
- GSCE’s for Mathematics and English at an A-C grade (or equivalent)
- Solid customer service experience (ideally in the Financial Services sector)
- The ability to work under own initiative to resolve SRC complaints
- The ability to work under pressure and to tight deadlines
- Excellent attention to detail
- A positive, enthusiastic approach and someone who is receptive to change
- Good interpersonal skills
- Planning and organisation skills
- Strong written communication skills as well as strong numeracy skills
- An in-depth knowledge of complaint handling procedures, policy and products, department procedures and current legislation (desirable – not essential)
- Complaint handling experience (desirable – not essential)
- Sound knowledge of SCUK Mainframe processes/procedure (desirable – not essential)
We have a range of benefits available which include:
- Competitive salary of £26,000-£27,000 (dependent on experience)
- Annual bonus based on personal and company performance
- Employee assistance programme
- Gym passes at a reduced rate for 3,000 gyms, leisure centres etc
Other things you need to know:
- The hours for this post are 09:00-17:00 across Monday-Friday
- You will be required to attend the office full time for the first 3 months of your employment, whilst you undertake your training
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.
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Administration & Aftercare Agent employer: Santander Consumer (UK) plc
Contact Detail:
Santander Consumer (UK) plc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Administration & Aftercare Agent
✨Tip Number 1
Get to know the company! Research Santander Consumer Finance and their values. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills. Since this role involves a lot of customer interaction, being able to articulate your thoughts clearly and confidently is key. Try mock interviews with friends or family to get comfortable.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider knowledge about the company culture and possibly even a referral!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re proactive and serious about joining the team at Santander.
We think you need these skills to ace Administration & Aftercare Agent
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your relevant experience in administration and customer service. We want to see how your skills match the role of Administration & Aftercare Agent, so don’t hold back!
Show Off Your Communication Skills: Since strong written communication is key for this role, ensure your application is clear and concise. Use proper grammar and structure to demonstrate your attention to detail – it’s a big plus for us!
Highlight Your Problem-Solving Abilities: In your application, share examples of how you've successfully resolved complaints or issues in the past. We love seeing candidates who can think on their feet and handle challenges effectively.
Apply Through Our Website: We encourage you 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’s super easy!
How to prepare for a job interview at Santander Consumer (UK) plc
✨Know Your Stuff
Before the interview, make sure you understand Santander Consumer Finance's role in the motor finance sector. Brush up on their services and how they handle customer complaints. This will show that you're genuinely interested and prepared.
✨Showcase Your Customer Service Skills
Since this role is all about providing exceptional customer service, be ready to share specific examples from your past experiences. Think of situations where you resolved complaints or improved customer satisfaction, and explain how you did it.
✨Be Organised and Detail-Oriented
Given the nature of the job, highlight your planning and organisation skills during the interview. You might want to mention any tools or methods you use to keep track of tasks and ensure nothing slips through the cracks.
✨Ask Insightful Questions
Prepare a few thoughtful questions to ask at the end of your interview. This could be about the team dynamics, the training process, or how success is measured in the role. It shows you're engaged and thinking ahead about your potential future with them.
