Customer Relations Team Leader

Santander Consumer Finance UK (SCUK) is based in Redhill, Surrey and provides motor finance to a network of car dealerships throughout the United Kingdom. We are now recruiting for a Customer Relations Team Leader to join our busy Customer Resolutions team.

In this post you will be accountable for delivering high service standards whilst improving root cause analysis and inter-departmental feedback. Reporting to the Customer Relations Team Manager, you will deliver a culture of motivation and business excellence, whilst setting a direction for the team when you will manage 6-10 individuals in line with departmental objectives.

Please note this role is a hybrid role with at least 3 days a week in the Redhill office. Remote workers will not be considered.

What you’ll be doing:

• Monitoring and producing daily and weekly statistics for the team including quality, performance, adherence, teamwork, and attitude
• Provide quality assurance feedback to complaint handlers
• Developing, implementing, and managing effective, consistent complaints processes
• Resolving any issues relating to the day-to-day management of the team
• Maintaining and updating individual performance folders for all team members
• Coaching team members to deliver outstanding customer service
• Improving quality of service through reduction in errors and adherence to service standards whilst maintaining response quality and escalation rates
• Identifying areas for improvement in infrastructure and processes with the view to automate as much as possible
• Developing and maintaining KPI’s for your team
• Liaising with other departments to ensure smooth cross-contact and learning progress
• Playing an integral role in supporting the Customer Relations Manager
• Ensuring SCUK’s values and culture are always maintained
• Ensuring your department is seen as a centre of excellence for all departments
• Providing thematic responses to complaint trends with the confidence to approach individual complaints practically for the business
• Dealing with or escalating any identified risks in relation to SCUK risk policies and/or legislative/regulatory guidelines in accordance with the Santander UK group risk framework
• Adhering to our commitment to Consumer Duty ensuring we put our customers’ needs first and set higher and clearer standards of consumer protection

We’re looking for someone who:

• Previous management experience or the proven ability to coach and mentor others
• Has substantial customer service experience, and can lead by example
• Ability to handle escalated telephone calls from team members
• Ability to communicate ideas and issues effectively to colleagues and customers
• Strong written communication. interpersonal and call handling skills
• Excellent attention to detail
• Numeracy skills and strong working knowledge of Microsoft Word, Excel, and Outlook
• In depth knowledge of the company complaints handling procedure, company policy and products, department procedure and legislation
• Has a positive, professional, enthusiastic outlook and is receptive to change
• Can maintain high quality standards whilst working under pressure to meet tight deadlines
• Ability to develop coherent high-level, strategic plans and detailed project/programme level plans, whilst following process and procedure
• Their own initiative to resolve complex customer queries and complaints

We have a range of benefits available which include:

• Competitive salary of £36,000 - 37,000 (dependent on experience)
• 27 days holiday per annum, plus bank holidays
• Annual bonus based on personal and company performance
• £500 flexible benefit allowance
• Generous pension contributions
• Employee assistance programme
• Sharesave scheme
• Gym passes at a reduced rate for 3,000 gyms, leisure centres etc

Other things you need to know:

The hours for this role are Monday to Friday 9am - 5pm, and you will be required to work 2 bank holidays per annum.

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.

At Santander Consumer Finance we have a zero-tolerance approach to discrimination, bullying, harassment (including sexual) or victimisation of any kind.

What are the next steps:

If you are interested in this role and believe you have the skills, experience, and knowledge then we’d love to hear from you. Please go ahead and click apply which will take you through some questions and allow you to submit your CV and covering letter.