Executive Communications Complaints Manager | S2 | Legal & Regulatory

WHAT YOU WILL BE DOING

Join our community.

At Santander we’re driven by our purpose - to help people and businesses prosper. We help our customers at the moments that matter most and champion businesses to help them to grow sustainably. That’s why we’re building a community to be a digital bank with a human touch and deliver an outstanding customer experience living our values of Simple, Personal and Fair.

An exciting opportunity has arisen to join the Executive Communications Complaints team within an Investigator role, helping people and businesses prosper in a Simple, Personal and Fair Way: the Santander Way.

The Executive Communications Team manages complaints relating to non-regulated products such as Bank Accounts, Savings, UPL’s, Business Banking and Credit Cards from customers who have directly contacted high profile individuals such as our CEO, Executive Directors, MP’s, Journalists, the FCA or the ICO.

The difference you will make.

• Focusing on providing excellent and efficient customer service by personally managing the customer’s concerns, being their sole point of contact with the bank

• Liaising with other business areas and senior stakeholders to conduct a thorough investigation into the customers journey, reviewing where our processes or policies fell, in order to reach the right outcome to their complaint

• Responding to complaints through a variety of different channels, for example telephony, written, digital (e-mail), delivering a common-sense approach when resolving complaints, ensuring best practice is shared

  What you will bring.

• Excellent communication skills with the ability to communicate complex information though a wide range of mediums, including over the phone, face to face and though letters & emails

• An understanding of regulatory complaints process and associated timescales

  It would also be nice for you to have.

• First class product knowledge and understanding of banking products, services and processes/procedures

• Good organisation, case management and effective prioritisation skills

• Proven experience in dealing with challenging customers

  What else you need to know.

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

  Location for this role is flexible, however you must be within commutable distance of our Milton Keynes Office.

  At Santander, we each take personal responsibility for managing risk by embracing the I AM Risk framework - to Identify, Assess, Manage and Report risks, and to continuously build a deeper understanding of the risks we face. It is an important part of our culture at Santander and we will provide you with knowledge to help you manage risks in your role.

  #ThePlaceToBeYourself– Everyday Inclusion at Santander

  We are committed to making sure all our colleagues feel they belong and are supported to succeed. Our customers come from a wide range of backgrounds, and so do our people, so we welcome applications from across society.

  You can find out more about how we’re embedding an inclusive culture that encourages our people to bring their full and authentic selves to work on our Inclusion and Belonging page here.
  

  
  How we’ll reward you.

  In addition to your salary, we offer a wide range of benefits that you can choose from and tailor to your needs.

• Eligible for a discretionary performance-related annual bonus

• Receive a £500 annual cash allowance to spend on our great range of benefits.

• Pension with generous contributions of up to 12.5% from Santander, depending on your own contribution and length of employment with us

• 27 days’ holiday plus bank holidays, which increases to 28 days after 5yrs service, 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 friend policies visit our website .

  What to do next

  If this sounds like a role you’re interested in, then please apply.

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