At a Glance
- Tasks: Engage with customers, helping them with mortgages and loans over the phone and via Live Chat.
- Company: Join Santander, a leading bank committed to diversity and employee success.
- Benefits: Enjoy hybrid working, 25 days holiday, performance bonuses, and tailored benefits.
- Other info: Comprehensive training provided, with opportunities for flexible working after training.
- Why this job: Make a real impact by helping customers achieve their financial dreams in a supportive environment.
- Qualifications: Strong communication skills and a passion for customer service are essential.
The predicted salary is between 24000 - 26800 £ per year.
Country: United Kingdom
Join our community. If you are passionate about customer service and want to build a career doing what you love, we would like to hear from you. We are hiring full time Customer Service Advisors in our Homes Direct Servicing team in Thornaby with a starting package of £26,900; this is made up of a base salary of £24,000 along with an additional £500 flexible benefit and up to a £2,400 discretionary performance related bonus. By joining our team, you will enjoy the best of both worlds - hybrid working and the collaboration of a great office environment.
In this role you will bring energy and warmth to every customer interaction, whether helping someone secure their dream home, celebrating their final mortgage payment or applying for a personal loan. No two calls are the same, and we will equip you with the skills to build strong customer relationships, take ownership and deliver great service.
The difference you will make:
- Handling customer and third-party mortgage or loan queries and transactions over the phone. Once fully trained, you may have the opportunity to support via Live Chat too.
- Inspiring customers to embrace our digital evolution, allowing them to choose how they interact with us.
- Keeping our customers and the bank safe, by identifying vulnerability and detecting potential fraud.
- Collating information accurately to solve customer queries at first point of contact.
What you will bring:
These are the essential requirements you need to be successful in this role:
- Excellent verbal and written communication skills.
- Extensive computer and numeracy skills, having the ability to navigate multiple systems at once.
- A passion for delivering outstanding service, listening to customer needs and providing great outcomes.
- The right to work in the UK.
It would also be nice for you to have:
- Excellent attention to detail, ensuring policies and regulations and quality standards are followed.
- The ability to thrive in a fast-paced environment, and adapt to change.
What else you need to know:
We are recruiting full-time roles at 35hrs per week, within our opening hours Monday-Friday 08:00 -18:00 and Saturdays 09:00- 14:00 (with time off in lieu for Saturday shifts). We will provide you with a comprehensive fully-paid training programme, on-site for a minimum of 12 weeks. When you have completed your training period, and reached the required level in the role, you will have the opportunity to introduce working from home. We may also consider individual requests for flexible working such as part-time hours. This role is based in Teesside, and you will be expected to spend at least two days per month of your time in this office. We offer free on-site parking at our Teesside office.
Inclusion
At Santander we are 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.
How we will reward you:
As well as a salary, we offer a wide range of benefits that you can choose from and tailor to your needs:
- Starting salary of £24,000 plus a £500 annual cash allowance to spend on our great range of benefits.
- 25 days' holiday plus bank holidays, which increases to 26 days after 5 years service, with the option to purchase up to 5 contractual days per year.
- Eligible for a discretionary performance-related annual bonus.
- Voluntary healthcare benefits at discounted rates, including medical insurance, dental insurance, and health assessments.
- Free access to a range of digital health services, including GP.
- Free access to wellbeing apps and up to three weekly online classes.
- We put 8% of salary into your pension, even if you do not contribute yourself. We will pay in up to 12.5% of salary, if you contribute as well, and you can take some of our contribution in cash if you prefer.
- Protection for you and your family, with company-funded death-in-service benefit and income protection insurance, and the option to take advantage of discounted rates for additional life assurance and critical illness cover.
- Support your favourite causes through charitable giving and our community partnerships.
- Share in Santander's success by saving or investing in our share plans.
- 24/7 access to an online employee discount platform including retailers, entertainment, eating out, travel and more.
- As a Santander UK employee, you are able to request staff versions of our products like our Edge Current Accounts and Credit Cards with no fees, as well as apply to many other deals and discounts in Santander products and services.
Right to work in the UK:
Every individual must have the right to work in the UK to commence employment with Santander either by way of nationality, visa or work permit. If you do require a working visa/permit this will not influence our decision on whether to progress your application. However, if you do not have a right to work, or an application for a working visa/permit is unsuccessful, Santander will not proceed with your application and will withdraw any conditional offer previously made.
What to do next:
If this sounds like a role you are interested in, then please apply. If there is anything we can do in the recruitment process to help you achieve your best, get in touch. Whether it is a copy of our application form in another format or additional assistance, we are available through telephone, email, or face to face. You can contact us at resourcing@santander.co.uk or call 0870 414 9080.
Customer Service Advisor - Mortgages & Loans |S1| Homes Direct Servicing in Bath employer: Santander
At Santander, we pride ourselves on being an exceptional employer, offering a vibrant work culture in Thornaby that fosters collaboration and personal growth. With a competitive starting salary, comprehensive training, and a range of flexible benefits, we empower our Customer Service Advisors to thrive while delivering outstanding service to our customers. Join us to be part of a diverse community that values inclusion and supports your career aspirations.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor - Mortgages & Loans |S1| Homes Direct Servicing in Bath
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Santander. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Santander before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Advisor - Mortgages & Loans |S1| Homes Direct Servicing in Bath
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Santander:Your cover letter is your chance to shine! Tell us why you want to work at Santander specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Santander!
How to prepare for a job interview at Santander
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
