SCUK Specialist Support Case Handler

Santander Consumer Finance UK (SCUK) are pleased to share that we have a fantastic new opportunity for a Specialist Support Case Handler to join the team on a Permanent contract working on a hybrid basis with 3 days a week in the Redhill office.

The Specialist Support team is currently responsible for four key workstreams: Bereavement, Complex Vulnerability, Power of Attorney, and Mental Health Crisis Breathing Space.

In this role, you will provide specialist support and guidance to colleagues, customers and third parties navigating complex circumstances. You will demonstrate compassion, empathy and professionalism when supporting bereaved individuals and assisting with matters relating to a customer's estate.

This role requires the ability to navigate challenging situations with empathy and professionalism. Previous experience supporting vulnerable customers, together with a strong understanding of operational processes and regulatory requirements, is essential.

• →Handling complex and sensitive cases, including customers experiencing significant life events, serious physical or mental health challenges, coercive control, domestic abuse, and crisis situations.

• →Assessing the impact of a customer's circumstances and support needs, exploring appropriate options while maintaining a balanced approach to customer outcomes and risk.

• →Providing compassionate and effective support to bereaved third parties, understanding their individual circumstances and delivering appropriate solutions relating to customer estates.

• →Thinking creatively and proactively identifying bespoke solutions that meet the needs of customers and bereaved third parties while remaining within policy and regulatory requirements.

• →Adhering to Consumer Duty principles by consistently putting customer needs first and ensuring fair treatment, positive outcomes and appropriate consumer protection standards are maintained.

• →Supporting and guiding third parties through the Power of Attorney and Court of Protection processes, working closely with the Financial Crime team to ensure applications are completed efficiently and accurately.

• →Monitoring and reviewing Vulnerable Customers and Bereavement cases to ensure appropriate support remains in place and customer needs continue to be met.

• →Acting as a subject matter expert for specialist support processes, project work and providing guidance to colleagues on complex customer circumstances and regulatory requirements.

• →Coaching and developing colleagues to build confidence and capability, empowering them to independently resolve similar queries and situations in the future.

• →Building and maintaining effective relationships with colleagues and stakeholders across the business, driving continuous improvements in the customer and third-party experience.

• →Working collaboratively within a specialist team to deliver timely, effective and tailored support to customers and third parties when they need it most.

• Comfortable assessing and managing sensitive, complex and emotionally challenging situations on a regular basis.
• Demonstrates strong problem-solving skills, with the ability to assess the impact of customer circumstances and identify appropriate solutions to achieve fair and appropriate customer outcomes.
• Capable of developing bespoke solutions that meet customer needs while adhering to regulatory, compliance and business requirements.
• Skilled in interpreting and analysing information to provide accurate, effective solutions to complex queries. Demonstrating empathy and understanding in sensitive situations.
• Possesses excellent interpersonal and communication skills, with the ability to ask insightful questions, actively listen and build rapport.
• Excellent attention to detail, with a strong focus on quality and accuracy, ensuring customers receive the highest standard of support and service.
• Experienced in engaging and collaborating with stakeholders at all levels to achieve positive outcomes for customers and third parties.
• A collaborative team player who can build effective working relationships, while also being confident working independently and taking ownership of tasks.
• Highly organised and able to work effectively under pressure and to tight deadlines.
• Experienced in working within a fast-paced, customer-focused environment.
• Positive, adaptable and resilient, with a willingness to embrace change and drive continuous improvement.
• Holds GCSEs (or equivalent) in Maths and English at Grade C/4 or above.

• The training for this role will be on site at our SCUK office in Redhill for the first initial 12 weeks. After this, hybrid working (minimum 3 days a week in the office) will be available as per the line managers discretion and dependant on the individuals work performance
• The working hours for this role are Monday to Friday 9am – 5pm, and there will be a requirement of working 2 bank holidays a year.

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.

If you are interested in this role and believe you have the skills, experience, and knowledge then we’d love to hear from you. Please go ahead and click apply which will take you through some questions and allow you to submit your CV and covering letter.