About the role
Santander Consumer Finance (SCUK) is looking for passionate Customer Service Advisors to join our busy Contact Centre team in Redhill, Surrey. This is a hybrid position: you will be required to attend the office full time for the first 6 months.
Responsibilities
- Answer a high volume of calls and interact with customers over live chat and e‑mail.
- Deal with day‑to‑day customer needs, complex queries and aim to provide resolution on that first call.
- Investigate customer queries, raise them with relevant parties and escalating where needed.
- Ensure service and customer demand is met to a high standard and within an agreed turn‑around time (SLA).
- Liaise closely with other teams to advocate on behalf of customers.
- Be empathetic to customers’ personal circumstances to understand their requirements and provide personalised solutions where possible.
- Be a digital communications expert, assisting customers digitally using their own device.
Qualifications
- Excellent customer service experience.
- Self‑motivated and upbeat with the necessary aim to achieve agreed objectives.
- Passion and dedication to deliver fantastic service and achieve the best outcome.
- Excellent communication skills with the ability to work effectively as part of a team.
- Ability to maintain high levels of accuracy whilst working to tight timeframes.
Shift Pattern
The department operates between 8 am and 6 pm. You will be required to work the following rotating weekly pattern (average 35‑hour week). Two bank holidays per year are also required.
- Week 1 – 08:00–15:00 (1‑hour unpaid break) & Saturday 09:00–14:00
- Week 2 – 09:00–17:00 (1‑hour unpaid break)
- Week 3 – 10:00–18:00 (1‑hour unpaid break)
- Week 4 – 08:00–16:00 (1‑hour unpaid break)
- Week 5 – 09:00–17:00 (1‑hour unpaid break)
- Week 6 – 10:00–18:00 (1‑hour unpaid break)
Benefits
- Competitive salary of £27,138 per annum.
- 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.
- Sharesave scheme.
- Gym passes at a reduced rate for 3,000 gyms and leisure centres.
- Local retail and high‑street brand discounts.
EEO Statement
Santander Consumer Finance has a zero‑tolerance approach to discrimination, bullying, harassment (including sexual) or victimisation of any kind.
Additional Information
All new starters are subject to background vetting checks that may take up to four weeks. The start date for the position will be in July. Interviews will take place at the SCUK Redhill office in May.
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