SCUK FiBa Customer Relations Advisor - 12m FTC

SCUK FiBa Customer Relations Advisor - 12m FTCCountry: United KingdomSCUK, one of the UK's Leading Motor Finance companies are pleased to share that we are currently looking for a Customer Relations Advisor to join our busy Customer Service team, based in Redhill, Surrey.In this interesting role you will be responsible for investigating complaints that have been received via written correspondence or that have been escalated from other departments, and ensuring a suitable resolution is achieved for both the customer, and the business. You will be investigating complaints by liaising with internal departments, external parties and reviewing various pieces of evidence including call recordings. This is a 12 month FTC opportunity to support our Operations team on the roll out of our internal FiBa project.We have a range of benefits available which include:Competitive salary of £27,000-£29,000 per annum (dependant on experience)25 days holiday per annum, plus bank holidaysAnnual bonus
based on personal and company performance£500 flexible benefit allowanceGenerous pension contributionsEmployee assistance programmeSharesave schemeGym passes at a reduced rate for 3,000 gyms, leisure centres etcLocal retail and high street brands discountsWhat the day to day looks like:Ensuring exceptional customer service is provided to complainantsInvestigating and resolving the cause of individual complaintsResponding to telephone complaints in a professional and timely mannerAcknowledging, drafting and sending out complaints promptly, systematically and fairly within set time limitsGathering information from relevant departments and external partiesEnsure complaints are managed in line with TCF and FCA regulation considerations ensuring complaints are managed fairly, accurately and clearlyWe're looking for someone who:Has previous Customer Service experience in an office based roleHas previous complaint handling experienceHas strong interpersonal skills and call handling skillsHas the
ability to work well under pressure and to tight deadlinesHas a positive and enthusiastic approach and is receptive to changeIs highly organised and possesses strong planning skillsHas a good level of computer literacy and numeracy skillsHas strong verbal and written communication skillsHas an in depth knowledge of SCUK company complaint handling procedures, company policy and products, department procedures and current legislation (desirable - not essential)Has sound knowledge of Ficres, Rumba and TCS Mainframe process and procedure (desirable - not essential)Other things you need to know:The department operates between the hours of 9am and 5pm, Monday - Friday.There is a requirement to work 2 bank holidays per yearLocation & Training:Full training for this role will be given and will be on site at our SCUK office in Redhill for upto the first 6 months. After this time, hybrid working will be available as per the line managers discretion and dependant on the individuals work
performance.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.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.