SCUK Customer Relations Advisor
Country: United Kingdom
SCUK, one of the UK’s Leading Motor Finance companies, is currently looking for a Customer Relations Advisor to join our busy Customer Service team, based in Redhill, Surrey. In this interesting role, you will be responsible for investigating complaints received via written correspondence or escalated from other departments, ensuring a suitable resolution for both the customer and the business. You will investigate complaints by liaising with internal departments, external parties, and reviewing various pieces of evidence, including call recordings.
Benefits
* Competitive salary of £27,000-£29,000 per annum (dependant 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
* Sharesave scheme
* Gym passes at a reduced rate for 3,000 gyms, leisure centres, etc.
* Local retail and high street brands discounts
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
Qualifications
* Previous Customer Service experience in an office-based role
* Previous complaint handling experience
* Strong interpersonal and call handling skills
* Ability to work well under pressure and to tight deadlines
* Positive and enthusiastic approach, 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 – not essential)
* Sound knowledge of Ficres, Rumba, and TCS Mainframe process and procedure (desirable – not essential)
Additional Information
The department operates between the hours of 9am and 5pm, Monday – Friday. After training is completed, hybrid working will be available with a minimum of 3 days a week in the office. There is a requirement to work 2 bank holidays per year.
Full training for this role will be given and will be on-site at our SCUK office in Redhill for up to the first 6 months. After this time, hybrid working will be available as per the line manager's discretion and dependent on the individual's work performance.
Inclusion
At Santander, we’re creating a thriving workplace where all colleagues feel they belong and are supported to succeed. We celebrate diversity and attract, retain, and develop the most talented and committed people through living our values of Simple, Personal, and Fair. We have a zero-tolerance approach to discrimination, bullying, harassment (including sexual), or victimisation of any kind.
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.
#J-18808-Ljbffr