Job Ref: 214777292

Date: 2021-09-29 17:36:15

Apply Now

Why apply for this role?

An exciting opportunity has arisen to join the Executive Communications Complaints team within an Investigator role, helping people and businesses prosper in a Simple, Personal and Fair Way: the Santander Way.

The Executive Communications Team manages complaints relating to non-regulated products such as Bank Accounts, Savings, UPL's, Business Banking and Credit Cards from customers who have directly contacted high profile individuals such as our CEO, Executive Directors, MP's, Journalists, the FCA or the ICO.

What you'll be doing

Focusing on providing excellent and efficient customer service by personally managing the customer's concerns, being their sole point of contact with the bank
Liaising with other business areas and senior stakeholders to conduct a thorough investigation into the customers journey, reviewing where our processes or policies fell, in order to reach the right outcome to their complaint
Responding to complaints through a variety of different channels, for example telephony, written, digital (e-mail), delivering a common-sense approach when resolving complaints, ensuring best practice is sharedWhat we're looking for

Excellent communication skills with the ability to communicate complex information though a wide range of mediums, including over the phone, face to face and though letters & emails
First Class product knowledge and understanding of internal processes/procedures, bank products and services
Good organisation, case management and effective prioritisation skills
Proven experience in dealing with challenging customers
An understanding of regulatory complaints process and associated timescalesWhat else you need to know

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

This is a part time role with a maximum of 28 hours per week across Monday to Friday. For example, this can be spread over 4 days (09.00 – 17:00) or 5 days (09:00 to 15:00).

The team is based in Milton Keynes and the candidate will be expected to travel to the Milton Keynes office as and when required.

How we'll reward you

As well as a competitive salary, you'll enjoy a benefits package that you can tailor to your needs. Your salary, bonus (where eligible) and certain benefits will be prorated to reflect your working hours.

Pension with generous contributions of up to 12.5% from Santander, depending on your own contribution and length of employment with us
27 days' holiday plus bank holidays, with the option to purchase up to 5 contractual days per year
Voluntary healthcare benefits at discounted rates such as private medical insurance, dental insurance, healthcare cash plan and health assessments
Benefits supporting you and your family, such as death-in-service benefit, income protection, and voluntary life assurance and critical illness cover
24/7 access to an online employee discount platform
Share in Santander's success by investing in our Sharesave and Partnership shares plans
Support your favourite causes through charitable giving and our community partnershipsFor more information about our wide range of benefits and family friend policies visit our .

Why Santander?

At Santander, with only a small action or a simple idea, you can achieve great things. You can improve the daily life of more than 140 million people. You can collaborate with a friendly team of more than 200,000 employees.

It doesn't stop there. You'll also be part of a vibrant organisation that's been reinventing itself for more than 160 years. One that invests millions of pounds in training its people every year. One that helps more than 2 million people every year with social programmes.

We call it #TheSantanderEffect.

Equal Opportunities

Santander are an equal opportunities employer. When we talk about diversity, we don't just want to pay lip service. Our customers come from a wide range of backgrounds, and so do our people. It's important to us that we create an inclusive culture where everyone counts.

For more information on our commitment to equal opportunities, please visit our diversity page .

What to do next

If this sounds like a role you're interested in, then please apply on the link below.

Due to high volume of applications we may need to close this role earlier than the advertised date, so recommend submitting an application as soon as possible

Apply Now