Interested in part-time, job-share or flexible working ? We want to talk to you!

Join our community.

An exciting opportunity has arisen to join the Executive Communications Complaints team within an Investigator role, helping people and businesses prosper in a Simple, Personal and Fair Way: the Santander Way.

The Executive Communications Team manages complaints relating to non-regulated products such as Bank Accounts, Savings, UPL’s, Business Banking and Credit Cards from customers who have directly contacted high profile individuals such as our CEO, Executive Directors, MP’s, Journalists, the FCA or the ICO.

The difference you’ll make:

• Focusing on providing excellent and efficient customer service by personally managing the customer’s concerns, being their sole point of contact with the bank
• Liaising with other business areas and senior stakeholders to conduct a thorough investigation into the customers journey, reviewing where our processes or policies fell, in order to reach the right outcome to their complaint
• Responding to complaints through a variety of different channels, for example telephony, written, digital (e-mail), delivering a common-sense approach when resolving complaints, ensuring best practice is shared

What you’ll bring:

• Excellent communication skills with the ability to communicate complex information though a wide range of mediums, including over the phone, face to face and though letters & emails
• An understanding of regulatory complaints process and associated timescales

It would also be nice for you to have:

• First class product knowledge and understanding of banking products, services and processes/procedures
• Good organisation, case management and effective prioritisation skills
• Proven experience in dealing with challenging customers
• Comprehensive Microsoft Office skills

What else you need to know:

We want our people to thrive at work and home, and we recognise that many people benefit from flexible arrangements. To enable us to deliver the best outcomes for our customers and to help each other develop we understand the importance of having the right balance of spending time together in an office while maintaining flexibility.

By working this way, we can continue to create moments that matter for everyone. To support this, we offer site-based contracts with a hybrid working pattern and we’re happy to discuss specific requirements throughout the recruitment process.

This Permanent Part Time (33.75 FTE) role is based in Unity Place – Milton Keynes and our current expectation is at least 2 days in the office every week.

If you’re interested in this role but with part time hours or a job-share we would still love to hear from you and discuss these.

Everyday 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.

How we’ll reward you.

As well as a salary, we offer a wide range of benefits that you can choose from and tailor to your needs. For part-time / contract roles, your salary, bonus (where eligible) and certain benefits will be prorated to reflect your working hours / contract duration.

• £500 annual cash allowance to spend on our great range of benefits
• Eligible for a discretionary performance-related annual bonus
• We put 8% of salary into your pension, even if you don’t contribute yourself. We’ll pay in up to 12.5% of salary, if you contribute as well, and you can take some of our contribution in cash if you prefer
• 27 days’ holiday plus bank holidays, which increases to 28 days after 5yrs service, with the option to purchase up to 5 contractual days per year
• Voluntary healthcare benefits at discounted rates. Including: Bupa medical insurance, dental insurance, healthcare cash plan and health assessments
• Benefits supporting you and your family, such as death-in-service benefit, income protection, and voluntary life assurance and critical illness cover
• 24/7 access to an online employee discount platform including retailers, entertainment, eating out, travel and more
• Share in Santander’s success by investing in our share plans
• Support your favourite causes through charitable giving and our community partnerships

Learn more about our benefits and family friendly policies

What to do next:

If this sounds like a role you’re interested in, then please apply.

If there’s anything we can do in the recruitment process to help you achieve your best, get in touch. Whether it’s a copy of our application form in another format or additional assistance, we’re available through telephone, email, or face to face. You can contact us at resourcing@santander.co.uk or call 0870 414 9080.