Homes Complaints Investigator | S1 | Everyday Banking |Teesside

WHAT YOU WILL BE DOING

Join our community.

We are currently recruiting Complaints Investigators within our Homes Department with a starting package of £23,390, this is made up of a base salary of £21,393 along with an additional £500 Flexible benefit and up to £1497 discretionary performance related bonus.

This also offers the opportunity to work between our office in Teesside and remotely.

As a Complaints Investigator within Homes, you’ll talk to each customer and establish the facts. You’ll collect the evidence, weigh it up then apply your critical reasoning to make a resolution that’s fair and balanced. This is a role that requires empathy, tact, and diplomacy. But if you have these qualities, you’ll enjoy real job satisfaction.

Liaising with customers not only on the telephone but also via our various channels, you’ll use all of your talents to deliver the right outcomes for everyone.

The difference you’ll make.

• Responding to customer complaints
• 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 environment whether that’s via telephone or face to face
• Excellent verbal and written communication skills
• You will require the right to work in the UK (please see details below)

It would also be nice for you to have.

• Knowledges of mortgages and related products
• Experience of using intellect and empathy, tact and diplomacy within a customer service role
• Articulate and highly numerate with a strong attention to detail
• Knowledge of financial services with an ability to work within procedural guidelines
• Ability to treat each customer as an individual and deliver a tailored response on each call

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 9am – 2pm.

Given the impact of the Coronavirus outbreak we will be conducting all interviews via telephone or video-conference where possible.

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.

• £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
• 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
• 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.