SCUK Customer Experience Executive (Customer Experience)

Location: Hybrid role in Newport Pagnell and Milton Keynes, United Kingdom, with at least 3 office days per week for the first 6 months. Full-time office attendance is required during training, and one mandatory induction day takes place in Redhill, Surrey.

Salary: £25,000–£28,000 per year, depending on skills and experience.

Company

Santander Consumer Finance is a UK motor finance company providing consumer lending and related customer services.

What you will do

• Respond to customer queries and complaints by telephone, email, live chat, and letter.
• Explain procedures, manage expectations, document interactions, and follow issues through to completion.
• Investigate complaints by gathering evidence and liaising with internal departments, external parties, and claims management companies.
• Resolve complaints, credit-file queries, and Data Subject Access requests within regulatory and company time frames.
• Record customer data accurately in line with GDPR and the Data Protection Act.
• Meet monthly targets and escalate risks in line with Santander UK risk, legislative, and regulatory frameworks.

Requirements

• Customer service experience and strong verbal and written communication skills.
• Telephone and call-handling skills, numeracy, planning, organisation, and workload-management abilities.
• Initiative when resolving complex customer queries and the ability to work under pressure and to deadlines.
• Excellent attention to detail, professional interpersonal skills, and adaptability.
• Ability to work full time in the office during training and at least 3 days per week in the Newport Pagnell office during the first 6 months, followed by work in the Milton Keynes office.

Nice to have

• Complaint-handling experience.
• Contact centre experience.

Culture & Benefits

• 25 days of annual leave plus bank holidays.
• Annual bonus based on personal and company performance.
• £500 flexible benefits allowance and generous pension contributions.
• Employee assistance programme, Sharesave scheme, and discounted gym passes.
• Working hours are 09:00–17:00, Monday to Friday.
• Inclusive workplace focused on the values of Simple, Personal, and Fair.

Hiring process

• Submit a CV, covering letter, and answers to application questions.
• Complete the mandatory company induction and training programme.