Customer Experience Executive; FTC

Customer Experience Executive (12 month FTC)

Santander Consumer Finance is one of the UK’s Leading Motor Finance companies and we are currently looking for a passionate and friendly Customer Experience Executive to join our team in the Newport Pagnell & Milton Keynes office on a 12 month Fixed Term Contract.

In this rewarding role you will answer and respond to customer queries and complaints received through telephone calls, emails, live chats and postal enquiries.

You will clearly communicate with customers by explaining procedures and managing expectations, providing information whilst taking ownership of issues, following through to completion, amending details, and verifying information whilst ensuring compliance with GDPR and the Data Protection Act.

You will also investigate complaints by liaising with internal departments, external parties and reviewing evidence to achieve a suitable resolution.

Please note this role is a hybrid role with at least 3 days a week in the Newport Pagnell office for the first 6 months, after this time you will move to working in the Milton Keynes office.

• Deal with all incoming communication and resolve within company policy and service levels.
• Ensure each communication is dealt with in a professional manner and show empathy and sympathy as required.
• Respond to customer queries and complaints by various communication methods such as telephone, email, live chat or letter.
• Clearly and accurately document your discussion and any actions due to be taken.
• Ensure treating customers fairly is at heart of every communication.
• Provide an exceptional level of service, adapting to different scenarios and challenges.
• Make informed decisions collaboratively with customers to provide appropriate solutions.
• Understand issues from the customer’s perspective, by asking pertinent questions to drive further understanding.
• Gather information from relevant departments and external parties.
• Handle customer complaints via the SRC process within 3 days and identify resolutions that are fair to the customer and company where possible.
• Develop and maintain appropriate knowledge in products, procedures, policy, legislation and technology. Adhere to company complaints policies & procedures.
• Be able to multitask and be flexible within the tasks delegated on a daily basis.
• Ensure all customer‑related data is accurately recorded and always factual in line with GDPR.
• Investigate, log, resolve and respond to customer or claims management company queries surrounding Credit Files and Data Subject Access requests within the regulatory time frame.
• Show a positive attitude to all team members by being loyal and fully committed to team objectives.
• Undertake all other tasks/responsibilities as requested by the Line Manager.
• Achieve monthly targets set by the leadership team.
• Deal with/escalate identified risks in relation to risk policies and/or legislative and regulatory guidelines in accordance with the Santander UK group risk framework.
• Acknowledge, draft and send out complaints promptly written and verbally.
• Respond to complaints within set time limits, systematically and fairly.
• Resolve customers’ queries within agreed authority.
• Ensure complaints are managed in line with TCF and FCA regulation considerations.

• Customer Service experience.
• Their own initiative to resolve complex customer queries.
• A positive, enthusiastic outlook and who are receptive to change.
• Ability to work under pressure and to deadlines.
• Planning and organising skills, and the ability to manage their own workload.
• Excellent attention to detail.
• Good interpersonal skills, with a professional business manner.
• Strong communication skills verbally and in writing.
• Complaint handling experience (preferred but not essential).
• Contact Centre work experience (preferred but not essential).

• Competitive salary of £25,000 - £28,000 (dependent on skills & experience).
• Annual bonus based on personal and company performance.
• Employee assistance programme.
• Gym passes at a reduced rate for 3,000 gyms, leisure centres etc.

• The hours for this post are 09:00-17:00 across Monday to Friday.
• The…