Customer Service Advisor | S1 | Homes | Customer Interactions

Job Description

Customer Service Advisor | S1 | Homes | Customer Interactions

Country: United Kingdom

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We are currently recruiting full time Customer Service colleagues for roles within our Thornaby Mortgage Contact Centre with a starting package of £24,468, this is made up of a base salary of £22,400 along with an additional £500 flexible benefit and up to a £1,568 discretionary performance related bonus.

We don't require previous experience. We will provide you with a comprehensive on-site fully paid training program (up to 12 weeks) to ensure that you feel confident and set you up for long-term success in your role. During this time, you will have a chance to meet and engage with your colleagues which will make your journey even more satisfying.

Once you are successfully competent in role, we do consider individual requests for flexible working which could include part time hours.  We understand the need for working patterns to flex and meet the need of both customers and colleagues alike and are very proud of being able to offer this.

By joining our team, you'll benefit from the best of both worlds: the flexibility of a hybrid role and the advantages of being part of a collaborative office environment.

Santander is all about providing our customers with an experience that's second to none. In this contact centre role, we'll invest in you to be the best that you can be, so you can do just that.

Whether you're helping someone about to move into their new dream home, or congratulating them for repaying their mortgage in full, you'll never know what the next caller might need, and no two customers are the same.

You'll use your natural warmth, energy and personality to help as many customers as you can each day. We'll help you to develop the skills needed to build effective customer relationships, take ownership, and deliver that great customer experience.

The difference you will make:

  • Helping customers each day by answering queries from customers, brokers, solicitors, and 3rd parties, which may be incoming telephone calls, via live chat or a mixture of both
  • Assisting customers with day-to-day transactions and enquiries
  • Helping to keep our customers and the bank safe
  • Solving problems and escalating issues when necessary
  • Updating customer records

What you will bring:

  • Excellent verbal and written communication and customer service skills
  • Extensive computer and numeracy skills
  • You will require the right to work in the UK (please see details below)

It would also be nice for you to have:

  • Resilience and problem-solving skills
  • A structured approach to work and well organised
  • Excellent attention to detail to ensure quality standards are maintained       
  • Flexible, approachable and works well under pressure  

What else you need to know:

We're recruiting full-time roles at 35hrs per week, shifts will be scheduled within our opening hours which are 08:00-19:00 Monday-Friday & 09:00-14:00 Saturday (lieu days will be given when working Saturdays).

We want our people to thrive at work and home, and we recognise that many people benefit from flexible arrangements. To enable us to deliver the best outcomes for our customers and to help each other develop we understand the importance of having the right balance of spending time together in an office while maintaining flexibility.

By working this way, we can continue to create moments that matter for everyone. To support this, we offer site-based contracts with a hybrid working pattern and we're happy to discuss specific requirements throughout the recruitment process.

This role is based in Teesside and our current expectation is to work on-site at least 2 days a month.

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.  

  • Starting salary of £22,400 plus a £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 or call 0870 414 9080.