Customer Experience Executive

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. 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.