SCUK Customer Relations - Administration & Aftercare Agent

Country: United Kingdom

Santander Consumer Finance UK (SCUK) is based in Redhill, Surrey and provides motor finance to a network of dealerships throughout the United Kingdom. We are pleased to share we are currently looking for an Administration and Aftercare Agent to join our Customer Resolutions team, working in a hybrid role (with a minimum of 3 days a week in the office).

In this varied role, reporting to the Admin and Aftercare Team Leader you will be responsible for all administration and aftercare tasks on behalf of the complaint handlers to ensure customers receive a good service and our regulatory timescales and deadlines are met. You will also be accountable for the adherence of regulatory SRC requirements and initiating/monitoring of the Recovering Money from Dealers process.

Key responsibilities will include:

• Ensure exceptional customer service is provided to complainants
• Maintenance of Customer relations mailbox’s
• Monitoring and completing of the Admin aftercare worklists
• Timely raising of I-Types and BACS requests
• Handing of post admin duties
• Adhere to company complaints policies & procedures
• Responding to all SRC complaints within set time limits, systematically and fairly
• Resolving customers’ queries within agreed authority
• Logging and referring complaints
• Completing aftercare admin duties for both Complaints and FOS team
• Investigating the cause of individual complaints and analysing trends
• Monitoring and tracking of the Recovering Money from Dealers process
• Arranging vehicle collections and communicating across departments
• Communicating with internal and external stakeholders
• Gathering information from relevant departments and external parties
• Ensure SRC complaints are managed in line with TCF and FCA regulation considerations ensuring complaints are managed fairly, accurately, and clearly
• Make suggestions to improve processes and documentation to reduce complaints

What we’re looking for someone who has:

• GSCE’s for Mathematics and English at an A-C grade (or equivalent)
• Solid customer service experience (ideally in the Financial Services sector)
• The ability to work under own initiative to resolve SRC complaints
• The ability to work under pressure and to tight deadlines
• Excellent attention to detail
• A positive, enthusiastic approach and someone who is receptive to change
• Good interpersonal skills
• Planning and organisation skills
• Confident telephone & call handling skills
• Strong written communication skills as well as strong numeracy skills
• An in-depth knowledge of complaint handling procedures, policy and products, department procedures and current legislation (desirable – not essential)
• Complaint handling experience (desirable – not essential)
• Sound knowledge of SCUK Mainframe processes/procedure (desirable – not essential)

We have a range of benefits available which include:

• Competitive salary of £26,000-£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
• 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-Friday
• You will be required to attend the office full time for the first 3 months of your employment, whilst you undertake your training

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.

Should you want to be considered for part time hours, please let us know and we can assess your requirements.

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 letter.