At a Glance
- Tasks: Lead a dynamic team to deliver exceptional customer service and achieve performance goals.
- Company: Join Santander Consumer Finance, a leader in motor finance with a supportive culture.
- Benefits: Competitive salary, annual bonus, gym discounts, and employee assistance programme.
- Other info: Hybrid working available after initial training; inclusive workplace celebrating diversity.
- Why this job: Make a real impact by developing your team and enhancing customer experiences.
- Qualifications: Previous management experience and strong interpersonal skills required.
The predicted salary is between 35000 - 38000 £ per year.
Santander Consumer Finance UK (SCUK) is based in Redhill, Surrey and provides motor finance to a network of car dealerships throughout the UK. SCUK are pleased to share we have an excellent opportunity for a Contact Centre Team Leader to join our team on a 12 Month Fixed Term Contract. In this rewarding role you will be responsible for the daily management of a team of 12-15 employees, providing them with direction and guidance, and ensure they are set individual and team goals to ensure an excellent customer journey and that SLA’s are met. You will also ensure team members are continuously developing through coaching, mentoring and training, review performance evaluations through quality checks, resolve escalated customer issues and conduct recruitment. Please note this role is a hybrid role with at least 3 days a week in the Redhill office. Remote workers will not be considered.
Responsibilities will include:
- Service Levels Agreements – Proactive resolution to problems that may impact service levels, whilst ensuring the quality of service is not sacrificed to achieve.
- Compliance – A sound knowledge in line with corporate governance and regulators.
- Quality Assurance and Control – To ensure quality of work produced by team is at a high standard.
- Managing People – To recruit, lead, develop, coach and manage a team to ensure that the people are both skilled and motivated to deliver performance and collate monthly results and deliver to team members in one to one meetings.
- Motivational – Ensuring people are both skilled and motivated to deliver high performance.
- Continuous Improvement – To involve the team in the development of ideas which improve business performance and establish best practices.
- Projects – To complete ad hoc tasks/projects as requested by Team Manager.
- Risk – Dealing with/escalating identified risks in relation to SCUK risk policies and/or legislative and regulatory guidelines in accordance with the Santander UK group risk framework.
What we’re looking for someone who:
- Has previous management, coaching or supervisory experience.
- Has their own initiative to resolve complex queries.
- Has a positive, enthusiastic outlook and is receptive to change.
- Has excellent planning and organisation skills, thus the ability to work to tight deadlines.
- Possesses strong interpersonal skills.
We have a range of benefits available which include:
- Competitive salary of £35,000 - £38,000 (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.
Training:
You will be required to work full time in the office for the first 3 months, after that time hybrid working will be available (as per your line manager's discretion).
Other things you need to know:
The working hours for the role are 35 hours per week across the below shift pattern:
- Week 1 – 08:00-15:00 & Saturday 09:00-14:00
- Week 2 – 09:00-17:00
- Week 3 – 10:00-18:00
- Week 4 – 08:00-16:00
- Week 5 – 09:00-17:00
- Week 6 – 10:00-18:00
You will also be required to work 2 bank holidays a year.
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.
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.
Customer Service Team Leader (12 FTC) in Redhill employer: Santander Consumer (UK) plc
Santander Consumer (UK) plc is an excellent employer, offering a dynamic work environment in Redhill that prioritises compliance and regulatory excellence. With a strong focus on employee growth, you will have access to professional development opportunities and a supportive culture that values collaboration and innovation. The hybrid work model allows for flexibility while ensuring you remain engaged with your team, making it a rewarding place to advance your career in compliance.
Contact Details:
Santander Consumer (UK) plc Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Leader (12 FTC) in Redhill
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Santander Consumer (UK) plc.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Santander Consumer (UK) plc. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Service Team Leader (12 FTC) in Redhill
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Santander Consumer (UK) plc.
How to prepare for a job interview at Santander Consumer (UK) plc
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Santander Consumer (UK) plc's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Santander Consumer (UK) plc offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
