Customer Service Representative | S1 | Complaints | Glasgow Glasgow, Scotland
Job description
WHAT YOU WILL BE DOING
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 up to £1497 discretionary performance related bonus.
When a customer makes a complaint, it’s not something we take lightly. That’s why we have a dedicated team to investigate each one that comes our way. 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
· Responding 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
· 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
· The ability to treat each customer as an individual and deliver a tailored response on each call
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
What else you need to know
· We have a wide range of working patterns available, including fixed shift working as well as 4 day condensed working weeks to best balance our colleagues home/work life balance and the needs of our customers. Our operating hours are Monday – Friday between 8am to 6pm and Saturday 8am – 4pm.
· If you are successful in reaching interview stage, your interview will be conducted remotely via Microsoft Teams.
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
In addition to your 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.
· 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.
· Pension with generous contributions of up to 12.5% from Santander, depending on your own contribution and length of employment with us
· 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 [email protected] or call 0870 414 9080.
