7.2

Santander

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Customer Service Advisor, Santander

up to £17.4k per year

in Stockton-On-Tees

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Job description

Up to £17370 per annum

Why apply for this role?

Starting salary of £17,370, which could rise to £18,284 after 12 months, subject to successful performance. In addition, you would receive a £500 Flexible Benefits Allowance.

You will also be eligible for an annual performance-related bonus of circa. £1,200, which is discretionary, non-guaranteed and dependent on company and individual performance.

Santander is all about providing our customers with an experience that's second to none. Within the Specialist Contact Centre, we pride ourselves on delivering an excellent standard of service to customers calling about their Mortgage or Loan.

We treat every single customer as an individual and aim to provide a positive experience to everyone we speak with. What we're looking for in you is a genuine passion and drive to be part of our successful team.

What you'll be doing

  • Servicing inbound calls from customers, brokers, solicitors and 3rd parties, either through personal ownership or by liaising with other areas (e.g. internal Departments; escalating issues or complaints), according to the process
  • Using various systems to ensure all queries raised are fully answered, ensuring the account is accurately updated to reflect conversations
  • Performing high value transactions on customers' accounts,
  • Achieving Key Performance Indicators such as Quality Assurance targets and AHT targets
  • Displaying Santander's 9 behaviours in conjunction with our Mortgage Centre of Excellence ethos

What we're looking for

  • The ability to treat each customer as an individual and deliver a tailored response on each call
  • Being able to work within procedural guidelines
  • Excellent communication and customer service skills (e.g. articulate, clear, good listening/questioning skills, showing empathy where appropriate)
  • Numerical and computer skills, with a high level of dexterity
  • Flexibility across the range of opening hours

What else you need to know

This role is based remotely and will require you to be within a reasonable travelling distance from our Teesside office as our contract requires flexibility to attend the site for meetings/training.

We're recruiting full-time roles where 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).

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

How we'll reward you

As well as a competitive salary, you'll enjoy a benefits package that you can tailor to your needs.

  • Starting salary of £17,370
  • £500 Flexible Benefits Allowance
  • Eligible for a discretionary performance-related annual bonus
  • Pension with generous contributions of up to 12.5% from Santander, depending on your own contribution and length of employment with us
  • 25 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 partnerships

For more information about our wide range of benefits and family friendly policies visit our website.

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.


How this job measures up

Bank cashiers at Santander are typically paid £9.54–12.26 an hour. This job pays up to £17.4k per year.

61 employees told us the worst thing about this job…

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Bad
  • Head office doesn’t understand the frontline

    Do bank cashiers think Santander head office understands what's happening where they work?

    People think head office doesn’t understand what’s happening where they work

    How we know this

    86% of people think that this employer’s head office or owners don’t have a good understanding of what’s really happening where they work

    Based on information from 7 job reviews

    Why this matters

    At a good job, the role of head office should be to support the people on the frontline serving customers.

    To do that properly, the company’s owners or head office need to have a good understanding of what’s really happening on the frontline. This is especially important when a company owns multiple locations.

  • People feel stressed

    Is it stressful for bank cashiers to work at Santander?

    People feel stressed here

    How we know this

    88% of people say they often feel stressed at work

    Based on information from 8 job reviews

    Why this matters

    Work isn’t always easy, but if you’re frequently feel stressed, that’s not good.

    Your employer should support you with enough people and resources to get your job done without feeling overwhelmed.

Not great
  • Breaks aren’t paid

    Do bank cashiers at Santander get paid breaks?

    Not always. Most people don’t get paid breaks

    How we know this

    63% of people say they don’t get paid breaks

    Based on information from 8 job reviews

    Why this matters

    A good job should have paid breaks.

    You should be paid for all your time at work, whether you’re on a break or not.

  • People don’t recommend their team

    Do bank cashiers at Santander recommend working with their team?

    Only some people recommend working with their team

    How we know this

    75% of people report that they wouldn’t recommend working with their immediate team to a friend

    Based on information from 8 job reviews

    Why this matters

    A good job means enjoying the place where you work.

    The people you work with every day really matter. They can be the difference between a terrible day and a great one.

    If you’d recommend your team to a friend, this shows that something’s going right.

Good
  • Easy to book holiday

    How easy is it for bank cashiers to book a holiday at Santander?

    Most people find it easy to book holidays

    How we know this

    57% of people report it’s easy to book holidays

    Based on information from 7 job reviews

    Why this matters

    A good job should let you take time off when you need it, and it shouldn’t be a nightmare to arrange.

  • Easy to take sick leave

    How easy is it for bank cashiers to take sick leave at Santander?

    Most people find it easy to take sick leave

    How we know this

    71% of people report that it’s easy to take time off if they are sick

    Based on information from 7 job reviews

  • People are paid market rates

    Does Santander pay bank cashiers market rates?

    Most people are paid market rates

    How we know this

    50% of people are paid average or more than the typical pay for the type of work they do

    Based on information from 8 job reviews

    Why this matters

    Pay can vary a lot between types of job. Employers should be ensuring that the rates their staff are paid are in line with similar roles elsewhere.

  • Opportunities to progress

    Are bank cashiers given support to progress at Santander?

    Most people are given support to progress here

    How we know this

    In the last year, 57% of people report being given an opportunity to get better at their job, learn a new skill, learn to manage a team or get more responsibility in their role

    Based on information from 7 job reviews

    Why this matters

    A good job should help you progress at work, if you want to. That might be supporting you to get better at the job you currently have, learn something new, manage a team or take on more responsibilities.

    This means you’ll be able to build on your skills and experience, and earn more money.

  • People get proper breaks

    Do bank cashiers at Santander get proper breaks?

    Most people get proper breaks

    How we know this

    71% of people report that they get to take proper breaks

    Based on information from 7 job reviews

    Why this matters

    When you take a break it should be a proper rest. It should last the full duration and you shouldn’t get pulled off it.

  • Managers are respectful

    Do bank cashiers at Santander feel treated by respect by their managers?

    Most people feel treated with respect by their managers

    How we know this

    71% of people say they’re treated with respect by their managers

    Based on information from 7 job reviews

    Why this matters

    Everyone should get treated with respect by their managers. You shouldn’t feel discriminated against or bullied, and if you have a problem you should be able to speak to someone about it.

Excellent
  • Enough training

    Do bank cashiers get enough training when they start at Santander?

    People get enough training when they start

    How we know this

    86% of people report they got enough training when they started working here

    Based on information from 7 job reviews

    Why this matters

    A good job should give you good training when you start, not just drop you in at the deep end.

    This means that you’ll be happier and more productive from day one and shows that your employer values you.

    It’s also very important if your job involves anything that could be dangerous. Good training from the outset keeps you and your team safe.

  • People are paid enough to live on

    Does Santander pay bank cashiers enough to live on?

    People are paid enough to live on

    How we know this

    86% of people say they are paid at or above the Real Living Wage for where they live

    Based on information from 7 job reviews

    Why this matters

    Everyone should be paid enough to live on.

    The Real Living Wage is a voluntary rate employers can sign up to that is based on the real cost of living.

    The Real Living Wage is currently £9.50 per hour, and £10.85 per hour in London.

  • People get sick pay

    Does Santander pay bank cashiers sick pay?

    Yes. People get proper sick pay

    How we know this

    100% of people say they would get paid if they were sick but scheduled to work

    Based on information from 7 job reviews

    Why this matters

    Everyone gets sick sometimes. You should be able to take time off without worrying.

    At a good job you should still get paid if you’re scheduled to work but can’t due to sickness. Your contract should say how many sick days you can take each year.

    This is more than the legal minimum, which says you should only get paid if you are unwell for 4 full days. See Citizens Advice for more details.

  • Well informed about head office

    Do bank cashiers feel well informed about how Santander is doing?

    People feel well informed about how the company is doing

    How we know this

    100% of people feel that they are kept well informed about how the company is doing as a whole

    Based on information from 7 job reviews

    Why this matters

    At a good job, there should be a supportive relationship between the people working on the frontline serving customers and the people who own the company or work in head office.

    You should be kept informed about how the company is doing as a whole, both in good times and when things get tough for the business.

What employees are saying about Santander

  • Best thing

    Fantastic team. Enjoy the work

    Worst thing

    Constant 1-1’s and being observed and feedback

    7.2

    Employee, April 2021

  • Best thing

    I get paid for breaks
    Some of the staff I have met and became friends with

    Worst thing

    Unsupportive. If you have bad mental health don’t work here or if you have medical issues. They don’t like people going off sick

    6.5

    Contact centre advisor, January 2021

  • Best thing

    getting off work
    manager is easy to deal with
    easy to book holidays

    Worst thing

    customer attitude
    targets
    sick days aren’t allowed
    cannot work from home

    6.0

    Customer service advisor, February 2021

  • Best thing

    I work with amazing people and the support they given during the pandemic is second to none

    Worst thing

    Current workload but it will get easier.

    7.2

    Team manager, November 2020