SCUK Remediation Specialist

An exciting opportunity has become available for a Remediation Specialist, where you are required to place customers back into the financial position they would have been in had the error not occurred, in line with FCA conduct guidelines with the focus being on a customer driven outcome. 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. Responsibilities will include:

• To complete various remediation projects, this may include but is not limited to; Investigation into account history, running of redress calculations, handling complaints and communicating with customers.
• To case manage across multiple Remediation projects
• To deliver excellent customer service providing a complete investigation and delivering the correct outcome on all complaints and queries.
• To achieve key metrics of quality and production
• To ensure that complaints are handled in line with the agreed SLA's
• To work as part of a team supporting other team members
• To have and maintain the required level of technical competence through personal development and training so that you remain aware of company policies.
• Adhering to our commitment to Consumer Duty ensuring we put our Customers' needs first and set higher and clearer standards of consumer protection
  
  New Business experience is desirable.
• Customer Service and Customer Relations experience is desirable.
• Arrears Management experience is desirable.
• Excellent attention to detail with a real passion for delivering exemplary customer service.
• Excellent written and verbal communication skills.
• Good interpersonal skills.
• Knowledge and experience of FCA requirements, specifically TCF guidelines & Consumer Duty.
• Numeracy skills.
• Positive and enthusiastic outlook.
• Experience of working on Remediation projects is desirable.
• Proven track record in successfully achieving objectives, particularly in respect of meeting quality and compliance elements of previous role.
• Ability to work under pressure and to tight deadlines.
• Sound knowledge of Customer Services, New Business and Arrears Management processes and procedures is desirable.
• Well-developed planning and organisational skills being able to balance urgent and important tasks to deliver on time every time.
• GSCE's for Mathematics and English A-C grade or equivalent is essential.
  
  Competitive salary 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
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.