SCUK Customer Experience Executive, 12 month Fixed Term Contract

Country: 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’s to join our team in the Newport Pagnell & Milton Keynes office on a 12 month Fixed Term Contract.
In this rewarding role you will be answering and responding to customer queries and complaints received through various inbound contact methods including telephone calls, emails, live chats and postal enquires.
You will clearly communicate with customers by explaining procedures and managing expectations, providing information whilst taking ownership of issues raised and following through to completion, amending details identified during interactions, and verifying information whilst ensuring compliance with GDPR and Data Protection Act. You will also investigate various complaints by liaising with internal departments, external parties and reviewing pieces of evidence ensuring a suitable resolution is achieved.
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.

Responsibilities

• To deal with all incoming communication and where appropriate, resolve within Company Policy and service levels
• Ensure each communication is dealt with in a professional manner and have the ability to 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 the heart of every communication with customers
• Provide an exceptional level of service, adapting to different scenarios and challenges
• Making informed decisions collaboratively with customers to provide appropriate solutions
• Understand issues from the customer’s perspective, by asking pertinent questions to drive further understanding
• Gathering 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
• To develop and maintain appropriate knowledge in products, procedures, policy, legislation and technology. Adhere to company complaints policies & procedures
• To be able to multitask and be flexible within the tasks delegated on a daily basis
• To ensure all customer related data is accurately recorded and always factual in line with GDPR
• Investigate, log, resolve and response to customer or claims management company queries surrounding Credit Files and Data Subject Access requests within the regulatory time frame
• To show a positive attitude to all team members by being loyal and fully committed to team objectives
• To undertake all other tasks/responsibilities as requested by the Line Manager
• Achieving 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
• Acknowledging, drafting and sending out complaints promptly written and verbally
• Responding to complaints within set time limits, systematically and fairly
• Resolving customers’ queries within agreed authority
• Ensure complaints are managed in line with TCF and FCA regulation considerations

We’re looking for people who have:

• 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
• Telephone & call handling skills
• Numeracy skills
• Good interpersonal skills, with a professional business manor
• Strong communication skills verbally and in writing
• Complaint handling experience (preferred but not essential)
• Contact Centre work experience (preferred but not essential)

We have a range of benefits available which include:

• 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

Other things you need to know:

• The hours for this post are 09:00-17:00 across 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 (this will be line managers discretion)

Inclusion

At Santander we’re creating a thriving workplace where all colleagues feel they belong and are supported to succeed. We all help to make Santander a workplace that celebrates diversity and attracts, retains and develops 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.
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