For our customers who are in financial difficulty, you will be more than just a friendly voice to answer their questions; you will be an attentive listener and problem solver too. This role is extremely rewarding as you can assist customers with a simple query or be required to handle a more complex situation to help find a suitable solution to support their financial difficulties, whilst protecting their information through our GDPR and data protection guidelines. This is a varied and interactive role.
You will be joining a supportive team of advisors and are guided, trained, and developed by a dedicated team leader.
You will be required to work full time in the office for an initial 6 month period and hybrid working will be assessed after a successful 6 month probation.
What you'll be doing:
- Receiving incoming calls and making outbound calls to customers in arrears via our automated & manual dialling system.
- Offering customers appropriate financial signposting, suitable and appropriate options, and guidance on their finance agreement
- Negotiating affordable payment plans with customers that are acceptable to both Santander Consumer Finance and the customer ensuring the best customer outcomes as defined by CONC, whilst adhering to pre-defined and prescriptive mandates.
- Complying with prescribed regulatory and company policies at all times.
- Handling each call in a professional telephone manner and have the ability to show empathy and sympathy as required.
- Taking ownership of queries and complaints.
- Updating system records accordingly ensuring data is accurate and factual.
- Administering and maintaining customer agreements
- Identifying and reporting on vulnerability escalating to Champions as dictated by individual circumstances
- Dealing with or escalating any identified risks in relation to Santander Consumer risk policies and/or legislative and regulatory guidelines in accordance with the Santander UK group risk framework
- Protecting and enhancing customer and company interests
- Being aware of latest legislation and enforcement developments in order to offer best advice to assist customer decision making process
- Be persuasive, tenacious, and self-motivated
- Use negotiation and persuasion skills to gain customer commitment.
- Adhering to our commitment to Consumer Duty ensuring we put our Customers' needs first and set higher and clearer standards of consumer protection
What we're looking for:
- A team player, whilst also being able to work autonomously
- Strong interpersonal skills and an excellent telephone manner
- Ability to work well under pressure and to tight deadlines
- Highly organised and possess strong planning skills
- Positive and enthusiastic approach
- Receptive to change
- Previous call centre or call handling experience is desirable
- Adequate computer literacy and numeracy skills
- Good verbal and written communication skills
We have a range of benefits available which include:
- Competitive salary of £25,000 - £27,000 dependent 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
- Enhanced family friendly policies
- Sharesave scheme
- Gym passes at a reduced rate for 3,000 gyms, leisure centres etc
- Local retail and high street brands discounts
Other things you need to know:
The department operates between the hours of 9am until 8pm therefore you will be required to work the shift pattern as follows to cover the operating hours:
Week 1 - 9am to 3.30pm Monday to Friday with half an hour unpaid break.
Week 2 - 12pm to 8pm Monday to Friday with one-hour unpaid break plus, Saturday 9am to 2pm.
Please note: The team are currently working 9am to 5pm or 10am to 6pm. You will be given adequate notice if this changes.
Equal Opportunities
Santander Consumer Finance are an equal opportunities employer. Our customers come from a wide range of backgrounds, and so do our people. By reflecting and celebrating diversity in our workforce, we've created an inclusive culture, which adds real value to our business.
When we talk about diversity, we're not just paying lip service. It's too important. Everyone here is selected, promoted, and treated on their aptitude and skills to do the job, irrespective of their gender, age, disability, race, religion & belief, or sexual orientation. It's a culture where everyone counts, in which the diverse range of backgrounds and perspectives makes us stronger and helps us retain talented people and develop them to their full potential.
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 lette