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- Tasks: Support customers in financial difficulty, providing tailored debt solutions and guidance.
- Company: Join Santander UK, a leading financial institution committed to customer care and support.
- Benefits: Enjoy hybrid working, competitive salary, 25 days holiday, and a range of tailored benefits.
- Why this job: Make a real impact by helping customers navigate financial challenges in a supportive environment.
- Qualifications: Experience in customer service and strong communication skills are essential.
- Other info: Multiple roles available in Bradford or Glasgow with flexible working patterns.
The predicted salary is between 19992 - 29992 £ per year.
Financial Care Specialist | S P | Financial Support | Multiple LocationsCountry: United Kingdom
IT STARTS HERE
Santander () is evolving from a global, high-impact brand into a technology-driven organisation , and our people are at the heart of this journey. Together , we are driving a customer-centric transformation that values bold thinking, innovation , and the courage to challenge what’s possible.
This is more than a strategic shift. It’s a chance for driven professionals to grow, learn, and make a real difference .
Our mission is to contribute to help more people and businesses prosper . We embrace a strong risk culture and all our professionals at all levels are expected to take a proactive and responsible approach toward risk management.
Retail & Business Banking Division focuses on the complete needs of our customers, aligned to our group structure and ambitions as a global business.
The division covers all products – Current Accounts, Savings, Cards, Unsecured Personal Loans, Mortgages, Insurance, Investments. It also includes customer interactions across branches, Work Cafés, contact centres, and wealth and digital channels.
It\’s also the home of our Financial Support and Vulnerable Customer teams, Santander brands Cater Allen and cahoot, as well as our Universities programme.
THE DIFFERENCE YOU MAKE
Financial Support is looking for Financial Care Specialists based out of our Bradford and Glasgow Locations.
You would act as first point of contact via telephony for Santander’s Retail Customers who are in arrears and/or experiencing financial difficulty.
The role will support our customers across all Retail Products – Mortgages, Loans, Banking and Credit Cards.
You would use enhanced questioning and comprehensive fact finding to establish the customer’s needs to determine appropriate sustainable debt solutions and identifying any customer vulnerability. Working with the customer ensuring that appropriate and defined vulnerability strategies are deployed to ensure the right outcome and provide education and appropriate sign posting to our customers, utilising Online Resources, Third Parties and Budget Planning Tools.
There are excellent career opportunities for colleagues looking to progress with clear pathways once you are proficient within your existing role.
We’re shaping the way we work through innovation, cutting-edge technology, collaboration and the freedom to explore new ideas. To succeed in this role, you will be responsible for:
Connecting customer needs with bespoke solutions, facilitating repayment of outstanding debts
Assisting the customer in making a well-informed decision using a variety of data from health and wealth perspective
Exhibiting significant personal resilience when overseeing customers in need
Championing the ongoing enhancement of customer experience and service quality through dedicated ownership and continuous learning
WHAT YOU’LL BRING
Our people are our greatest strength. Every individual contributes unique perspectives that make us stronger as a team and as an organisation. We’re enabling teams to go beyond by valuing who they are and empowering what they bring.
The following requirements represent the knowledge, skills, and abilities essential for success in this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Professional Experience
Experience of working in a servicing, customer-driven telephony environment (Required)
Good communication and listening skills both at a customer and internal level (Required)
Experience of supporting customers including vulnerable who are experiencing financial difficulties (Preferred)
Personal resilience when handling emotionally charged conversations (Preferred)
WE VALUE YOUR IMPACT
At Santander, your contribution matters. We recognise the difference you make every day, and we make sure you feel valued, supported and rewarded in return.
Here, recognition goes beyond pay. It’s about the pride you feel in your work, the impact you have on customers and communities, and the opportunities you have to grow and thrive — personally and professionally.
Starting salary of £, plus a £ annual cash allowance to spend on our great range of benefits.
days’ holiday plus bank holidays, which increases to days after yrs service, with the option to purchase up to contractual days per year.
Voluntary healthcare benefits at discounted rates. Including: medical insurance, dental insurance, and health assessments
We put % of salary into your pension, even if you don’t contribute yourself. We’ll pay in up to .% 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.
Share in Santander’s success by saving or investing in our share plans.
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
Competitive rewards that reflect the real impact you make and the value you bring.
Wellbeing that goes beyond work — we work with a range of wellbeing partners across our pillars of wellbeing (physical, mental, social and financial) to give you access to a suite of apps, discounted gym and fitness access, weekly online classes, flexible healthcare and mental health support.
Support for every life stage — from menopause and pregnancy to parenthood and beyond, with enhanced family leave, childcare options and tailored wellbeing support.
Time to give back through volunteering opportunities that let you make a difference in the communities we serve.
Global growth opportunities to shape your career, learn new skills and explore what’s possible across our international network.
Ready to be recognised? It starts with you.
LOCAL COMPLIANCE
At Santander, we’re proud to be an inclusive organisation that provides equal opportunities for everyone — regardless of age, gender, disability, civil status, race, religion or sexual orientation.
We’re committed to creating a recruitment experience that’s accessible, fair and welcoming for all candidates.
We want our people to thrive — at work and at home — while delivering the best outcomes for our customers and supporting each other to grow.
To make this possible, our roles are site-based with a hybrid working pattern , where colleagues are expected to attend the office at least days per month (pro-rata for part-time roles).
When applying, please consider the travel distance, time and cost to your chosen office location(s).
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.
We welcome applications on the understanding that, should you be offered this role, there may be no relocation package available. Santander will pay the employer mandatory government fees that are required to pay in connection with visa sponsorship. You may be liable for your own personal employee immigration and relocation costs.
WHAT TO DO NEXT
Financial Care Specialist | S1 P3 | Financial Support | Multiple Locations employer: Santander
Contact Detail:
Santander Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Financial Care Specialist | S1 P3 | Financial Support | Multiple Locations
✨Tip Number 1
Familiarise yourself with the financial products offered by Santander, such as mortgages, loans, and credit cards. Understanding these products will help you connect customer needs with appropriate solutions during your conversations.
✨Tip Number 2
Practice active listening skills to enhance your communication abilities. This is crucial for understanding customers' financial difficulties and vulnerabilities, allowing you to provide tailored support effectively.
✨Tip Number 3
Prepare for emotionally charged conversations by developing your personal resilience. Consider role-playing scenarios with friends or family to build your confidence in handling sensitive discussions.
✨Tip Number 4
Research common debt solutions and budgeting tools that can assist customers in financial distress. Being knowledgeable about these resources will enable you to educate customers and guide them towards sustainable outcomes.
We think you need these skills to ace Financial Care Specialist | S1 P3 | Financial Support | Multiple Locations
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Financial Care Specialist. Familiarise yourself with the key skills required, such as communication, resilience, and the ability to support vulnerable customers.
Tailor Your CV: Highlight relevant experience in customer service or telephony environments. Emphasise any previous roles where you've supported customers in financial difficulty or handled sensitive conversations.
Craft a Compelling Cover Letter: Use your cover letter to showcase your passion for helping others and your understanding of financial challenges. Mention specific examples of how you've successfully assisted customers in the past.
Prepare for Potential Questions: Think about how you would respond to questions regarding handling emotionally charged conversations or supporting vulnerable individuals. Prepare examples that demonstrate your skills and resilience in these situations.
How to prepare for a job interview at Santander
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Financial Care Specialist. Familiarise yourself with the types of financial products you'll be dealing with, such as mortgages and loans, and think about how you can connect customer needs with appropriate solutions.
✨Show Empathy and Resilience
This role involves handling emotionally charged conversations. Prepare examples from your past experiences where you've demonstrated empathy and resilience when supporting customers in difficult situations. This will show that you can handle the emotional aspects of the job.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to support vulnerable customers. Think about how you would approach various situations, such as a customer struggling with debt, and be ready to discuss your thought process.
✨Highlight Communication Skills
Good communication is key in this role. Be prepared to discuss how you effectively communicate with customers and colleagues. You might want to share specific examples of how you've used active listening and clear communication to resolve issues or enhance customer experience.