SCUK Customer Experience Executive; FTC

SCUK Customer Experience Executive (12 month FTC)

Location:

Newport Pagnell & Milton Keynes, United Kingdom

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

In this rewarding role you will be answering and responding to customer queries and complaints received through telephone calls, emails, live chats and postal enquiries. You will clearly communicate with customers, explain procedures, manage expectations, provide information, take ownership of issues and follow through to completion. You will also investigate complaints by liaising with internal departments and external parties, 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 professionally, showing empathy and sympathy as required.
• Respond to customer queries and complaints by telephone, email, live chat or letter.
• Document discussions and actions clearly and accurately.
• Treat customers fairly in every communication.
• Provide an exceptional level of service, adapting to different scenarios.
• Make informed decisions collaboratively with customers to provide appropriate solutions.
• Understand issues from the customer’s perspective, asking pertinent questions.
• Gather information from relevant departments and external parties.
• Handle customer complaints via the SRC process within 3 days and identify fair resolutions.
• Develop and maintain knowledge of products, procedures, policies, legislation and technology.
• Multitask and be flexible within daily tasks.
• Accurately record customer data in line with GDPR.
• Investigate, log, resolve and respond to claims management queries within regulatory time frames.
• Show a positive attitude to all team members, being loyal and committed to team objectives.
• Undertake 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 regulatory guidelines in accordance with the Santander UK group risk framework.
• Acknowledge, draft and send 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.
• Initiative to resolve complex customer queries.
• Positive, enthusiastic outlook and receptive to change.
• Ability to work under pressure and to deadlines.
• Planning and organising skills, and ability to manage workload.
• Excellent attention to detail.
• Telephone and call handling skills.
• Numeracy skills.
• Good interpersonal skills, with 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).
• 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.

• The hours for this post are 09:00–17:00 Monday to Friday.
• The company induction is mandatory and will be held for one day in our Redhill, Surrey office (travel expenses will be covered).
• You will be required to work full time in the office during your training period until you are at the required standard to start working on a hybrid basis (manager’s discretion).

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.

At Santander Consumer Finance we have a zero‑tolerance approach to discrimination, bullying, harassment (including sexual) or victimisation of any kind.

If you are interested in this role and believe you have the skills, experience and knowledge, click apply to answer some questions and submit your CV and covering letter.

Entry level

Full-time

Sales and Customer Service