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
Taking ownership for customer complaints and resolving them by phone, mail 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
Experience of working within a customer services role
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
One of the key objectives of our Complaints Operation is to provide a great customer experience, a key part of this is to have the right number of colleagues available to meet the varying demand of our customer contact. This means we're available when our customers need us. We recognise that many colleagues have other responsibilities outside of work and we have developed a number of shift patterns designed to provide colleagues with options which also meet business requirements
We are operating in a hybrid working environment, meaning that many colleagues spend part of their working hours at home and part in the office. Please discuss the detail of the working pattern options for the role with the hiring manager.
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@example.com or call 0870 414 9080.
At Santander we're driven by our purpose - to help people and businesses prosper. This means we help customers to create change for themselves and those around them, and we champion businesses to grow sustainably. We do this by always living our values of Simple, Personal and Fair.
At Santander, we each take personal responsibility for managing risk by embracing the I AM Risk framework - to Identify, Assess, Manage and Report risks, and to continuously build a deeper understanding of the risks we face. It is an important part of our culture at Santander and we will provide you with knowledge to help you manage risks in your role.