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Santander

Complaints Investigator

Complaints Investigator

Why apply for this role?

When a customer makes a complaint, it's not something we take lightly.

That's why we have a dedicated team to investigate each one that comes our way. You'll talk to the customer and establish the facts. Collect the evidence and weigh it up. Then apply your critical reasoning to make a resolution that's fair and balanced.

It's a big challenge. One that requires intellect and empathy, tact and diplomacy. But if you have these qualities, you'll enjoy real job satisfaction. You'll use all of your talents to deliver the right outcomes for everyone.

What you'll be doing

* Responding to customer complaints received by phone
* Building a rapport with customers and understanding their perspective
* Investigating each complaint with due diligence
* Making fair resolutions
* Explaining decisions to customers so they understand what has happened
* Managing a workload of customer complaints at various stages of resolution

What we're looking for

* Experience in a customer-facing role
* Strong analytical and critical thinking
* Excellent communication skills (written and verbal)
* Ability to empathise and negotiate
* Organisation skills to manage your own workload

What else you need to know

The working hours will be 35 hours per week, Monday - Friday 8am - 8pm and Saturday 9am - 4pm.

You'll be working in our Glasgow contact centre, in the bustling centre of Glasgow city centre. It's within walking distance of Central station or Charing Cross where there is a wide variety of shops and amenities on our doorstep.

Given the recent 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 £19,071
* Flexible Benefits Allowance of £500
* Eligible for a discretionary performance-related annual bonus of circa. £1,200, which is dependent on company and individual performance
* 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 take on a new role with us?

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, and we particularly welcome applications from different underrepresented groups.

For more information on our commitment to equal opportunities, please visit our diversity page here.

What to do next

If this sounds like a role you're interested in, then please apply on the link below.

Application closing date: 02/04/2020

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.

Salary: £19071 - £20071 per annum

Apply Now

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