Customer Service Administrator

  • Location
    Redhill, Surrey
  • Salary
  • Job type
  • Industry
    Admin and Secretarial
  • External Reference
  • Category
    Office and Secretarial - Administrator

Why apply for this role?

For our customers, you will be more than just a friendly voice to answer their questions; you will be an attentive listener and problem solver too. This role is so rewarding as you are able to assist a customer with a simple query or be required to handle a more complex situation, whilst protecting their information through our GDPR and data protection guidelines. This is a varied and interactive role where no two days are the same.

You will be joining a supportive team of advisors and are guided, trained, and developed by a dedicated team leader.

What you'll be doing

  • Ability to analyse telephone calls from a root cause and escalate finding to line management to enable learning and promoting best practice.

  • Deal with or escalate any identified risks in relation to Santander Consumer risk policies and/or legislative and regulatory guidelines in accordance with the Santander UK group risk framework.

  • Ensure that treating customers fairly is at the heart of every telephone call taken.

  • Ensure where possible the customer receives a first point resolution without being transferred unnecessarily.

  • Follow company policy adhering to service levels and current legislation at all times.

  • Identify resolutions that are fair to the customer and company where possible.

  • Liaise with other areas of the business, customers, and dealers to ensure customer concerns or queries are satisfactorily resolved.

  • Respond to customer queries by telephone.

  • To deal with all incoming communication by telephone and where appropriate, resolve within Company Policy and service levels.

  • To develop and maintain appropriate knowledge in products, procedures, policy, legislation, and technology.

  • To ensure all customer related data is accurately recorded and always factual in line with GDPR.

  • To liaise with customers and other SCF departments to ensure customer queries and concerns are resolved in a timely manner.

  • To show a positive attitude to all team members by being loyal and fully committed to team objectives.

  • To undertake all other tasks and responsibilities as requested by the Line Manager.

  • Understand issues from the customer's perspective, by asking pertinent questions to drive further understanding.

What we're looking for

  • A team player, whilst also being able to work autonomously

  • Strong interpersonal skills and an excellent telephone manner

  • Ability to work well under pressure and to tight deadlines

  • Highly organised and possess strong planning skills

  • Positive and enthusiastic approach

  • Receptive to change

  • GCSE or equivalent in Maths and English at grades A-C

  • Previous call centre or call handling experience is desirable

  • Adequate computer literacy and numeracy skills

  • Good verbal and written communication skills

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.

To speak to a recruitment expert please contact Louise Sales