SCUK Customer Experience Executive (12 month FTC)

Country: United Kingdom

Santander Consumer Finance is one of the UK’s Leading Motor Finance companies and we are currently looking for several passionate and friendly Customer Experience Executive’s to join our team in the Newport Pagnell & Milton Keynes office on a 12 month Fixed Term Contract.

In this rewarding role you will be answering and responding to customer queries and complaints received through various inbound contact methods including telephone calls, emails, live chats and postal enquires.

You will clearly communicate with customers by explaining procedures and managing expectations, providing information whilst taking ownership of issues raised and following through to completion, amending details identified during interactions, and verifying information whilst ensuring compliance with GDPR and Data Protection Act. You will also investigate various complaints by liaising with internal departments, external parties and reviewing pieces of evidence ensuring a suitable resolution is achieved.

Please Note:

- Due to vetting checks we will only be able to consider candidates who are immediately available or have less than one weeks notice period

- This is a hybrid role with at least 3 days a week in the Newport Pagnell office for the first 6 months, after this time you will move to working in the Milton Keynes office

Responsibilities:

To deal with all incoming communication and where appropriate, resolve within Company Policy and service levelsEnsure each communication is dealt with in a professional manner and have the ability to show empathy and sympathy as requiredRespond to customer queries and complaints by various communication methods such as telephone, email, live chat or letterClearly and accurately document your discussion and any actions due to be takenEnsure treating customers fairly is at the heart of every communication with customersProvide an exceptional level of service, adapting to different scenarios and challengesMaking informed decisions collaboratively with customers to provide appropriate solutionsUnderstand issues from the customer’s perspective, by asking pertinent questions to drive further understandingGathering information from relevant departments and external partiesHandle customer complaints via the SRC process within 3 days and identify resolutions that are fair to the customer and company where possibleTo develop and maintain appropriate knowledge in products, procedures, policy, legislation and technology. Adhere to company complaints policies & proceduresTo be able to multitask and be flexible within the tasks delegated on a daily basisTo ensure all customer related data is accurately recorded and always factual in line with GDPRInvestigate, log, resolve and response to customer or claims management company queries surrounding Credit Files and Data Subject Access requests within the regulatory time frameTo show a positive attitude to all team members by being loyal and fully committed to team objectivesTo undertake all other tasks/responsibilities as requested by the Line ManagerAchieving monthly targets set by the leadership teamDeal with/escalate identified risks in relation to risk policies and/or legislative and regulatory guidelines in accordance with the Santander UK group risk frameworkAcknowledging, drafting and sending out complaints promptly written and verballyResponding to complaints within set time limits, systematically and fairlyResolving customers’ queries within agreed authorityEnsure complaints are managed in line with TCF and FCA regulation considerations

We’re looking for people who have:

Customer Service experienceTheir own initiative to resolve complex customer queriesA positive, enthusiastic outlook and who are receptive to changeAbility to work under pressure and to deadlinesPlanning and organising skills, and the ability to manage their own workloadExcellent attention to detailTelephone & call handling skillsNumeracy skillsGood interpersonal skills, with a professional business manorStrong communication skills verbally and in writingComplaint handling experience (preferred but not essential)Contact Centre work experience (preferred but not essential)

We have a range of benefits available which include:

Competitive salary of £25,000 - £28,000 (dependent on skills & experience)25 days holiday per annum, plus bank holidaysAnnual bonus based on personal and company performance£500 flexible benefit allowanceGenerous pension contributionsEmployee assistance programmeSharesave schemeGym passes at a reduced rate for 3,000 gyms, leisure centres etc

Other things you need to know:

The hours for this post are 09:00-17:00 across Monday to FridayThe company induction is mandatory and will be held for one day in our Redhill, Surrey office (travel expenses will be covered)You will be required to work full time in the office during your training period until you are at the required standard to start working on a hybrid basis (this will be line managers discretion)

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.