SCUK Data Access & Commission Team Leader (12 Month FTC)

Country: United Kingdom

Santander Consumer Finance UK (SCUK) is based in Redhill, Surrey and provides motor finance to a network of car dealerships throughout the UK. We are currently recruiting for a Data Access & Commissions Team Leader to join our Commissions department working on a 12 Month Fixed Term Contract.

In this important role you will be responsible for delivering high service standards in an ever-changing, quick-paced environment. You will provide support and guidance to your team, handling customer contact on behalf of SCUK and its Joint Ventures, received through various channels, including DSAR’s and complaints. You will also be tasked with mentoring, coaching and developing team members to ensure they fulfil their potential and offer excellent customer service.

Key responsibilities will include:

Monitoring and producing daily and weekly statistics for the team including quality, performance, adherence, teamwork and attitudeDeveloping, implementing and managing effective, consistent processesResolving any issues relating to the day-to-day management of the teamAdaptability and openness to change, with the ability to adjust priorities, embrace new processes and respond effectively to evolving business needsCoaching team members to deliver outstanding customer serviceImproving quality of service through reduction in errors and adherence to service standards whilst maintaining response quality and escalation ratesIdentifying areas for improvement in infrastructure and processes with the view to automate as much as possibleDeveloping/maintaining KPI’s for a team of approximately 10 individualsLiaising with other departments to ensure smooth cross-contact and learning progressPlaying an integral role in supporting the Data Access & Commissions Oversight ManagerEnsuring SCUK’s values and culture are always maintainedProviding thematic responses to trends with the confidence to approach individual casesDealing with or escalating identified risks in relation to SCUK risk policies and/or legislative and regulatory guidelines in accordance with the Santander UK group risk framework

We’re looking for someone who has:

Previous management, coaching or mentoring experienceCustomer service experience (ideally in a Contact Centre environment)Their own initiative to resolve complex customer queries & complaintsThe ability to communicate ideas and issues effectively to colleagues and customersExcellent people management and interpersonal skillsThe ability to work to tight deadlines and cope under pressureExcellent attention to detail, and who can apply high quality standards to all tasksStrong written communication skillsPlanning and organising skillsAn adaptable, positive outlook and who is receptive to change

We have a range of benefits available which include:

Competitive salary of £35,000 - £40,000 (dependent on skills & experience)27 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

Need to know:

In this role you will be required to work 09:00-17:00 across Monday to Friday. You will also be required to work 2 bank holidays per yearYou will be required in the office full time whilst you complete your initial training, and the start of your hybrid working will be at 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.

Should you want to be considered for part time hours, please let us know and we can assess your requirements.

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.