Santander Consumer Finance
SCUKCustomerServiceAdvisor
“SCUK Customer Service Advisor at Santander Consumer Finance. Skills: Customer service, Communication, Problem-solving. Answer a high volume of calls and interacting with customers over live chat and email. Deal with our customers day-to-day needs, complex queries and aim to provide resolution on that first call”
What You'll Achieve.
Ensure the customer is always at the heart of everything you do; Make decisions with a true desire to ensure an exceptional customer experience every time; Achieve agreed objectives; Deliver fantastic service and get the best outcome every time; Maintain high levels of accuracy whilst working to tight timeframes; Ensure service and customer demand is met to a high standard and within an agreed turn-around time (SLA)
Industry & Context.
Able to make decisions with a true desire to ensure an exceptional customer experience every time; Deal with our customers day-to-day needs, complex queries and aim to provide resolution on that first call; Investigate customer queries, raising with relevant parties and escalating where needed
Must attend the office full time for the first 6 months, All new starters are subject to background vetting checks that take up to 4 weeks, Requirement to work 2 bank holidays per year
What They're Looking For.
Must Have
Excellent customer service experience, Self-motivated and upbeat with the necessary aim to achieve agreed objectives and engage with career and personal development offerings to drive your career, Passion and dedication to deliver fantastic service and get the best outcome every time, Excellent communication skills with the ability to work effectively as part of a team, Ability to maintain high levels of accuracy whilst working to tight timeframes
What You'll Do.
Answer a high volume of calls and interacting with customers over live chat and email
Deal with our customers day-to-day needs
complex queries and aim to provide resolution on that first call
Investigate customer queries
raising with relevant parties and escalating where needed
Ensure service and customer demand is met to a high standard and within an agreed turn-around time (SLA)
Be empathetic to customers personal circumstances to understand their requirements and provide personalised solutions where possible
Be a digital communications expert
assisting customers digitally using their own device
How You'll Work.
Team & Collaboration
Collaborative approach to ensure the customer is always at the heart of everything you do; Liaise closely with other teams to advocate on behalf of customers; Ability to work effectively as part of a team
Communication Scope
Excellent communication skills
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