Customer Service Advisor

Overview

Santander Consumer Finance (SCUK) are looking for passionate Customer Service Advisors to join our very busy Contact Centre team in Redhill, Surrey. This is a hybrid position, where you will be required to attend the office full time for the first 6 months (fully remote workers will not be considered).

Responsibilities

• Answer a high volume of calls and interact with customers over live chat and email
• Address customers\’ day-to-day needs, handle complex queries and aim to provide resolution on first contact
• Investigate customer queries, raise with relevant parties and escalate where needed
• Ensure service and customer demand is met to a high standard within agreed turnaround times (SLA)
• Liaise with other teams to advocate on behalf of customers
• Be empathetic to customers’ personal circumstances to understand requirements and provide personalised solutions where possible
• Assist customers digitally using their own device

What will make you stand out

• Self-motivated and upbeat with a focus on achieving objectives and engaging with development opportunities
• Passion and dedication to deliver excellent service and best outcomes
• Excellent communication skills and ability to work effectively as part of a team
• Ability to maintain high levels of accuracy while working to tight timeframes

Roles details

The department operates between 8am and 6pm and you will work across the following shift pattern:

• Week 1 – 08:00-15:00 (1-hour unpaid break) & Saturday 09:00-14:00
• Week 2 – 09:00-17:00 (1-hour unpaid break)
• Week 3 – 10:00-18:00 (1-hour unpaid break)
• Week 4 – 08:00-16:00 (1-hour unpaid break)
• Week 5 – 09:00-17:00 (1-hour unpaid break)
• Week 6 – 10:00-18:00 (1-hour unpaid break)

These hours average a 35-hour week over a 4-week period. There is also a requirement to work 2 bank holidays per year.

Benefits

• Competitive salary of £26,161 per annum
• Annual bonus based on personal and company performance
• Employee assistance programme
• Gym passes at a reduced rate for 3,000 gyms and leisure centres
• Local retail and high street brand discounts

Location & Training

Full training will be provided on site at our Redhill office for the first 6 months. After this time, hybrid working will be available (minimum 3 days a week in the office) as per line manager discretion and depending on individual performance.

Inclusion

At Santander we’re creating a thriving workplace where all colleagues feel they belong and are supported to succeed. We celebrate diversity and are committed to Simple, Personal, and Fair values. Santander Consumer Finance has a zero-tolerance policy toward discrimination, bullying, harassment (including sexual) or victimisation of any kind.

What are the next steps

If you are interested in this role and believe you have the skills, experience, and knowledge, please click apply to submit your CV and covering letter.

Employment details

• Seniority level: Associate
• Employment type: Full-time
• Job function: Customer Service