Customer Service Specialist

Join our community.

Have you got a passion to support people?

Are you driven to support customers who are experiencing challenging times?

Do you get satisfaction from seeing the positive impact you have made to someone's life?

If you answer yes to the above and are you looking for a role which allows you to excel and develop a career doing what you love, then please read on.

We are currently recruiting Financial Care Specialists within our Financial Support Centre of Excellence, the role offers a salary within a range of £21,801 to £25,649, in addition you would receive a £500 Flexible benefit and be included within a discretionary performance related bonus scheme. Salary will be dependent on experience and would be confirmed at offer should your application and interview be deemed successful.

This is a full-time role on a site-based contract which combines remote and office-based working within our Glasgow Contact Centre.

As a Financial Care Specialist, you will be our primary telephony contact for Santander's Retail Customers who are in arrears and/or experiencing financial difficulty. The role will support our customers across all Retail Products - Mortgages, Loans, Banking and Credit Cards.

You will use enhanced questioning and comprehensive fact finding to establish the customer's needs to determine appropriate sustainable debt solutions and identifying any customer vulnerability. Working with the customer ensuring that appropriate and defined vulnerability strategies are deployed to ensure the right outcome providing education and appropriate sign posting to our customers, utilising Online Resources, Third Parties and Budget Planning Tools.

There are excellent career opportunities to progress towards our Customer Care and Case Manager roles with greater reward once you are proficient within your existing role.

NB: If you are a Santander employee and interested in this role, please apply internally via the careers section of Workday searching for Req1226186

The difference you'll make.

• Connecting customer needs with bespoke solutions, facilitating repayment of outstanding debts

• Assisting the customer in making a well-informed decision using a variety of data from a health and wealth perspective

• Exhibiting significant personal resilience when overseeing customers in need

• Inspiring customers to embrace our digital evolution by highlighting the advantages of utilizing alternative channels and tools

• Championing the ongoing enhancement of customer experience and service quality through dedicated ownership and continuous learning

What you'll bring

• Good communication and listening skills both at a customer and internal level

• Customer service experience within a service role (telephony or face to face)

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

It would also be nice for you to have.

• Experience of supporting customers experiencing financial difficulties

• Experience of working with financial products and services

What else you need to know

The working hours are currently between 8am-6pm Monday-Friday and 9am-5pm Saturdays, and your working week will be made up of 5 days rotated across Monday to Saturday.

When in the office, you'll be working close to the busy city centre of Glasgow, with lots of local eateries in surrounding areas. We also have car parking facilities which are on a first come first served basis.

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.

• Starting base salary of between £21,801 - £25,649 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

• 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

• 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 Gym pass

• 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.

Further Information

If you would like to know more about the role, we have a suite of videos and articles which will provide you with great insight to the role and the area in which we work, highlighting what we do for our customers and how our staff support our customers.

To view please visit the Financial Support overview, within the Customer Service Support link within the Careers at Santander page which can be found on our Company website.