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- Tasks: Join our team as a Customer Service Advisor, handling calls, chats, and emails to assist customers.
- Company: Santander Consumer Finance is dedicated to providing exceptional customer service in a supportive environment.
- Benefits: Enjoy a competitive salary, 25 days holiday, annual bonuses, and discounts at local retailers.
- Why this job: Be part of a collaborative team focused on delivering outstanding customer experiences and personal growth.
- Qualifications: Excellent communication skills and a passion for customer service are essential; previous experience is a plus.
- Other info: Full training provided on-site, with hybrid working options available after six months.
The predicted salary is between 21000 - 26000 £ per year.
Country: United Kingdom
Santander Consumer Finance (SCUK) are looking for passionate Customer Service Advisors to join our 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).
In this rewarding role you will be absolutely customer obsessed, and a strong team player with a collaborative approach to ensure the customer is always at the heart of everything you do. You will be driven to identify opportunities to improve the service we offer and be able to make decisions with a true desire to ensure an exceptional customer experience every time.
Day-to-day, you’ll:
- Answer a high volume of calls and interacting with customers over live chat and email
- Deal with our customers day-to-day needs, complex queries and aim to provide resolution on that first call
- Investigate customer queries, raising with relevant parties and escalating where needed
- Ensure service and customer demand is met to a high standard and within an agreed turn-around time (SLA)
- Liaise closely with other teams to advocate on behalf of customers
- Be empathetic to customers personal circumstances to understand their requirements and provide personalised solutions where possible
- Be a digital communications expert, assisting customers digitally using their own device
What will make you stand out?
- Excellent customer service experience
- Self-motivated and upbeat with the necessary aim to achieve agreed objectives and engage with career and personal development offerings to drive your career
- Passion and dedication to deliver fantastic service and get the best outcome every time
- Excellent communication skills with the ability to work effectively as part of a team
- Ability to maintain high levels of accuracy whilst working to tight timeframes
Things you need to know:
The department operates between the hours of 8am and 6pm and you will be required to work across the below 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 equate to an average of a 35-hour week, across a 4-week period. Please note there is also a requirement to work 2 bank holidays per year
We have a range of benefits available which include:
- Competitive salary of £26,161 per annum
- 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
- Sharesave scheme
- Gym passes at a reduced rate for 3,000 gyms, leisure centres etc
- Local retail and high street brands discounts
Location & Training:
- Full training for this role will be provided on site at our Redhill office for the first 6 months. After this time, hybrid working will be available (with a minimum of 3 days a week in the office) as per the line managers discretion and dependant on the individuals work performance
- Please note we have dedicated trainers that look after training for our Customer Service Advisor\’s, and the next start dates we have planned for are the 18th August and 6th October
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.
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. #J-18808-Ljbffr
SCUK Customer Service Advisor employer: Santander Consumer (UK) plc
Contact Detail:
Santander Consumer (UK) plc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land SCUK Customer Service Advisor
✨Tip Number 1
Familiarise yourself with Santander's values and customer service philosophy. Understanding their commitment to being simple, personal, and fair will help you align your responses during interviews and demonstrate that you're a good cultural fit.
✨Tip Number 2
Prepare for role-play scenarios that may come up during the interview process. Practising how to handle complex customer queries or difficult situations can showcase your problem-solving skills and customer obsession.
✨Tip Number 3
Research common customer service challenges in the finance sector. Being able to discuss these issues and suggest potential solutions will show your proactive approach and understanding of the industry.
✨Tip Number 4
Network with current or former employees of Santander Consumer Finance. They can provide insights into the company culture and expectations, which can be invaluable when preparing for your interview.
We think you need these skills to ace SCUK Customer Service Advisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant customer service experience. Use specific examples that demonstrate your ability to handle high volumes of calls and resolve complex queries effectively.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and your collaborative approach. Mention how you can contribute to improving the service offered by Santander Consumer Finance.
Showcase Communication Skills: Emphasise your excellent communication skills in both your CV and cover letter. Provide examples of how you've successfully worked as part of a team and maintained accuracy under pressure.
Highlight Flexibility and Availability: Since the role requires working across various shifts, make sure to mention your flexibility and willingness to work during the specified hours, including bank holidays.
How to prepare for a job interview at Santander Consumer (UK) plc
✨Show Your Customer Obsession
Make sure to highlight your passion for customer service during the interview. Share specific examples of how you've gone above and beyond to meet customer needs, as this role requires a strong focus on delivering exceptional experiences.
✨Demonstrate Team Collaboration
Since this position involves working closely with other teams, be prepared to discuss your experience in collaborative environments. Mention instances where you successfully worked with colleagues to resolve customer issues or improve service delivery.
✨Prepare for Common Scenarios
Anticipate questions related to handling complex customer queries and resolving issues on the first call. Practise articulating your thought process and decision-making skills in these scenarios to showcase your problem-solving abilities.
✨Exhibit Empathy and Understanding
In your responses, demonstrate your ability to empathise with customers' personal circumstances. Share examples of how you've tailored solutions to meet individual needs, as this is crucial for providing personalised service.
