Administration & Aftercare Agent

Job Description

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 currently looking for a number of Administration and Aftercare Agents to join our Customer Relations team on a permanent basis in an interesting new role. This is a hybrid based role, with 2-3 days a week required in the office, Monday-Friday across09:00-17:00.Reporting to a designated Team Leader, you will be responsible for all administration and aftercare tasks completion on behalf of the SCUK complaint handlers to ensure customers receive a good service and our regulatory timescales are met. You will alsobe responsible for the adherence of regulatory Summary Resolution Communication (SRC) requirements.Responsibilities will include:

• Ensure exceptional customer service is provided to complainants responding where appropriate and ensuring all received complaints are logged correctly
• Maintenance of Customer relations mailbox
• Raising and monitoring I-Types and BACS payment requests from the complaint handlers ensuring relevant procedural adherence
• Ensuring all aftercare responsibilities are met, keeping track of repair schedules and keeping the customer informed at all times
• Raising and tracking complaint handler third party referrals (ACE etc)
• Adhere to company complaints policies & procedures
• Resolving customers’ queries within agreed authority
• Investigating the cause of individual complaints
• Gathering information from relevant departments and external parties
• Responding to all SRC complaints within set time limits, systematically and fairly
• Ensure all Summary Resolution Communication (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
• Completing any ad hoc administration requirements from team management

We’re looking for someone with:

• 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 £23,000-£25,000 (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
• 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 to know:

• Training will be based full time on site at the SCUK Redhill office
• The role is full-time across 35 hours a week, and agents are required to attend the office at least 2-3 days a week
• There is a requirement to work 2 bank holidays during the year

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 valueto 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 sexualorientation. 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.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.