Commercial Operations Agent

Santander Consumer Finance (SCUK) is one of the UK’s Leading Motor Finance companies and we are currently looking for an enthusiastic Commercial Operations Agent to join our business working in both our Milton Keynes and Newport Pagnell offices.

As a member of the Contract Hire Sales function within SCUK, the role holder must ensure the delivery of good outcomes is central to all customer interactions. The purpose of this position is to deliver excellent customer communication skills by engaging in email and telephone conversations with Tesla customers via the SCUK online journey when their application requires more information in order to get a credit decision.

Responsibilities

• Maintaining regular contact with SCUK Direct Sales team who operate within the D2C space to manage sales opportunities and optimise business volumes.
• Manage direct customer interactions by supporting post-credit operational fulfilment.
• Co-ordinate communication strategy with customers, follow up on customers who haven’t submitted the required information to prevent further customer delays.
• Obtaining any information that SCUK Underwriting or Funding require.
• Accessing sensitive customer data and being vigilant when processing applications.
• Having a strong understanding of how the D2C and Tesla journey works with all the integrations as well as product knowledge, particularly for Contract Hire.

The successful candidate must be able to manage and be comfortable with dealing with a daily pipeline of customers and progressing them from lead to activation, ensuring that customer cases are updated across internal systems in a timely manner and within agreed Service Level Agreements, generating and issuing regulated documentation. There will be a requirement to coordinate manual or electronic processes. You will relish in a fast-paced environment and working to defined service level agreements and productivity targets. By supporting peak volume periods such as March and September registration plate changes is critical to the success of the team. You will participate in training and continuous personal development to implement positive process efficiencies which will lead to customer and SCUK benefits.

Qualifications

• Has previous Customer Services work experience within a Sales, Operations, New Business environment within automotive-related financial services sector.
• Has an appreciation of legal, regulatory and compliance issues relating to complaints, sales and customer management within the financial services sector.
• Is familiar with the FCA’s principles of business including The Consumer Duty.
• Can display an understanding of the general market sector and its automotive finance products such as Retail Finance and Leasing.
• Demonstrates adherence to SLAs set and high productivity levels.
• Has held previous positions that included direct customer interaction as well as with external business partners (desirable - not essential).
• Has worked in an organisation liaising with multiple stakeholders and had exposure to external partners as well as consumers (desirable - not essential).

Benefits

• A competitive salary of £28,000 - £30,000 (dependent on skills & 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 and Working Hours

The hours for this post will be 35 hours a week, working on a rotational shift pattern, covering operational hours between Mon to Fri: 09:00-19:00, Sat: 09:00– 17:00 & Sun 10:00-16:00. This is a hybrid role, requiring you to work in the office a minimum of 3 days a week. Full time attendance on site will be needed whilst your initial training is completed. Should you want to be considered for part time hours, please let us know and we can assess your requirements.

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.