SCUK Customer Relations Advisor at Santander

Redhill, England, United Kingdom

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£27,500 – £29,500Compensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Services, Motor FinanceIndustries

Requirements

Previous Customer Service experience in an office-based role
Previous complaint handling experience
Strong interpersonal skills and call handling skills
Ability to work well under pressure and to tight deadlines
Positive and enthusiastic approach and receptive to change
Highly organised with strong planning skills
Good level of computer literacy and numeracy skills
Strong verbal and written communication skills
In-depth knowledge of SCUK company complaint handling procedures, company policy and products, department procedures and current legislation (desirable)
Sound knowledge of the SCUK Ficres, Rumba and TCS Mainframe process and procedure (desirable)

Responsibilities

Ensuring exceptional customer service is provided to complainants
Investigating and resolving the cause of individual complaints
Responding to telephone complaints in a professional and timely manner
Acknowledging, drafting and sending out complaints promptly, systematically and fairly within set time limits
Gathering information from relevant departments and external parties
Ensuring complaints are managed in line with TCF and FCA regulation considerations, fairly, accurately and clearly
Investigating complaints received via written correspondence or escalated from other departments
Liaising with internal departments, external parties and reviewing evidence including call recordings to achieve suitable resolutions for customers and the business

Skills

Key technologies and capabilities for this role

Customer ServiceComplaint HandlingCall HandlingInterpersonal SkillsInvestigationFCA RegulationsTCF

Questions & Answers

Common questions about this position

What is the salary for the SCUK Customer Relations Advisor role?

The competitive salary is £27,500-£29,500 per annum, dependant on experience.

What is the work arrangement and location policy?

The role is based in Redhill, Surrey, with full on-site training for up to the first 6 months. After training, hybrid working is available with a minimum of 3 days a week in the office, at the line manager's discretion.

What skills and experience are required for this position?

Previous customer service experience in an office-based role and complaint handling experience are required, along with strong interpersonal and call handling skills, verbal and written communication skills, and the ability to work under pressure to tight deadlines.

What benefits are offered in this role?

Benefits include 25 days holiday per annum plus bank holidays, annual bonus based on performance, £500 flexible benefit allowance, generous pension contributions, employee assistance programme, sharesave scheme, gym passes at reduced rates, and retail discounts.

What makes a strong candidate for this Customer Relations Advisor position?

A strong candidate has previous office-based customer service and complaint handling experience, strong communication and interpersonal skills, the ability to handle pressure and deadlines, and is highly organised with good computer literacy.

Santander

Provides banking, investment, and insurance services

About Santander

Santander Bank provides a variety of financial services to individuals, small businesses, and large corporations in the United States. Its offerings include savings and checking accounts, loans, credit cards, and investment products. The bank also has specialized services through Santander Investment Services and insurance products via Santander Securities LLC. Santander stands out from its competitors by focusing on community growth, committing $13.6 billion to support initiatives like the 'Cultivate Small Business' program, which aids early-stage entrepreneurs, especially from underrepresented groups. The bank generates revenue through interest on loans, service fees, and commissions, while promoting responsible banking practices and financial education. Santander's goal is to empower individuals and businesses, enhance community prosperity, and provide comprehensive financial solutions.

Boston, MassachusettsHeadquarters

1902Year Founded

$75MTotal Funding

POST_IPO_DEBTCompany Stage

Fintech, Financial ServicesIndustries

10,001+Employees

Benefits

Health, dental, & vision

401k

Flexible PTO

Parental & sick leave

Discounts: technology, travel, auto, fitness, & tuition

Risks

ISO 20022 transition may challenge smaller business partners.

'Quishing' attacks pose a growing threat to consumer security.

Openbank faces competition in the U.S. high-yield savings market.

Differentiation

Santander's Openbank offers a 5.00% APY high-yield savings account nationwide.

The bank's Inclusive Communities Plan pledges $13.6 billion for community initiatives.

Santander's ISO 20022 adoption enhances operational efficiency and data management.

Upsides

Openbank's high-yield savings account attracts more U.S. customers.

Santander's renewable energy financing highlights commitment to sustainable investments.

Proactive cybersecurity measures enhance customer trust and protect digital assets.

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