SCUK Financial Support Agent Country: United Kingdom Santander Consumer Finance UK (SCUK) is based in Redhill, Surrey and provides motor finance to a network of dealerships throughout the United Kingdom. For our customers who are in financial difficulty, you will be more than just a friendly voice to answer their questions; you will be an attentive listener and problem solver too. This role is extremely rewarding as you can assist customers with a simple query or be required to handle a more complex situation to help find a suitable solution to support their financial difficulties. You will be joining a supportive team of advisors and are guided, trained, and developed by a dedicated team leader. You will be required to work full time in the office for an initial 3 month period and hybrid working will be assessed after a successful 3 month probation.
What you’ll be doing:
- Receiving incoming calls and making outbound calls to customers in arrears via our automated & manual dialling system
- Offering customers appropriate financial signposting, suitable and appropriate options, and guidance on their finance agreement
- Negotiating affordable payment plans with customers that are acceptable to both Santander Consumer Finance and the customer ensuring the best customer outcomes as defined by CONC, whilst adhering to pre-defined and prescriptive mandates
- Handling each call in a professional telephone manner and have the ability to show empathy and sympathy as required
- Taking ownership of queries and complaints
- Updating system records accordingly ensuring data is accurate and factual
- Administering and maintaining customer agreements
- Identifying and reporting on vulnerability escalating to Champions as dictated by individual circumstances
- Dealing with or escalating any identified risks in relation to Santander Consumer risk policies and/or legislative and regulatory guidelines in accordance with the Santander UK group risk framework
- Protecting and enhancing customer and company interests
- Being aware of latest legislation and enforcement developments to offer best advice to assist customer decision making process
- Adhering to our commitment to Consumer Duty ensuring we put our customers’ needs first and set higher and clearer standards of consumer protection
What we’re looking for:
- A team player, whilst also being able to work autonomously
- Strong interpersonal skills and an excellent telephone manner
- Ability to work well under pressure and to tight deadlines
- Highly organised and possess strong planning skills
- Positive and enthusiastic approach
- Receptive to change
- Previous call centre or call handling experience is desirable
- Adequate computer literacy and numeracy skills
- Good verbal and written communication skills
We have a range of benefits available which include:
- Competitive salary of £27,500 - £29,000 dependent on experience
- 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
- Enhanced family friendly policies
- Sharesave scheme
- Gym passes at a reduced rate for 3,000 gyms, leisure centres etc
- Local retail and high street brands discounts
Other things you need to know:
The team operates between the hours of 9am until 6pm, working either 9am – 5pm or 10am – 6pm. Please note: Our department hours will be 9am – 7pm and Saturdays 9am – 1pm.
Equal Opportunities 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.
The Santander Way
Santander is evolving from a global, high-impact brand into a technology-driven organization, 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. It’s 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.
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Contact Details:
SCU Santander Consumer (UK) plc Recruitment Team
