• Job Description

  Req#: Req1243792
  Customer Solutions Advisor | S1 | Complaints | Sheffield

  Country: United Kingdom

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

  Join our community.

  We are currently recruiting Customer Solutions Investigators in our Complaints Team, with a starting package of £23,390, this is made up of a base salary £21,393 along with an additional £500 Flexible benefit and up to £1497 discretionary performance related bonus.

  When something goes wrong for our customers, it’s not something we take lightly. That’s why we have dedicated people to help support them. You’ll talk to the customer and establish the facts. Collect the evidence and weigh it up. Then apply your critical reasoning to make a resolution that’s fair and balanced.

  The difference you’ll make:

  • Resolving to customer complaints received by phone and live chat

  • Building a rapport with customers and understanding their perspective

  • Investigating each complaint with due diligence

  • Making fair resolutions and providing good outcomes

  • Explaining decisions to customers so they understand what has happened

  • Managing a workload of customer complaints at various stages of resolution

  What you’ll bring:

  • Experience of working within a customer services role either within an inbound or outbound environment

  • A passion for helping customers and the ability to treat each customer as an individual and deliver a tailored response on each complaint

  It would also be nice for you to have:

  • Experience of using intellect and empathy, tact and diplomacy within a customer service role

  • High quality verbal and written communication skills

  • Articulate and highly numerate with a strong attention to detail

  • Knowledge of financial services with an ability to work within procedural guidelines

  • You will require the right to work in the UK (please see details below)

  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 role is based in Sheffield and our current expectation is at least 2 days in an office every week.

  You will work is 35 hours per week, Monday to Friday 08:00 to 18:00 and Saturday 08:00–16:00.

  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.

  • Starting salary of £21,393 plus a £500 annual cash allowance to spend on our great range of benefits

  • 25 days’ holiday plus bank holidays, which increases to 26 days after 5yrs service, with the option to purchase up to 5 contractual days per year

  • Eligible for a discretionary performance-related annual bonus

  • Voluntary healthcare benefits at discounted rates. Including: Bupa medical insurance, dental insurance, healthcare cash plan and health assessments

  • Free access to wellbeing apps and up to three weekly online classes via our partnership with Gympass

  • 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

  • Support your favourite causes through charitable giving and our community partnerships

  • Share in Santander’s success by investing in our share plans

  • 24/7 access to an online employee discount platform including retailers, entertainment, eating out, travel and more

  Right to work in the UK .

  Every individual must have the right to work in the UK to commence employment with Santander either by way of nationality, visa or work permit. If you do require a working visa / permit this will not influence our decision on whether to progress your application. However, if you do not have a right to work, or an application for a working visa / permit is unsuccessful, Santander will not proceed with your application and will withdraw any conditional offer previously made.

  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.

• About the company

  Our work touches 140 million lives every day. How? By always innovating, sharing our experiences, questioning how we do things and adapting to new challenges. As we keep reinventing ourselves for the digital age, you’ll find that with us, even your smallest action will have a massive impact. That’s the Santander Effect.

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