Job Description
Join our community.
We are currently recruiting full time Customer Service colleagues for roles within our Teesside Mortgage Contact Centre in Thornaby 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’ll make:
Answering queries from customers, brokers, solicitors, and 3rd parties, via telephone; potentially progressing to Live Chat upon completion of your training when you would then help customers by both telephone and chat queries
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’ll 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).
This role is based in Teesside and you will be expected to spend two days per month of your time in this office
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, and health assessments
Free access to a range of digital health services, including GP
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
Protection for you and your family, with company-funded death-in-service benefit and income protection insurance, and the option to take advantage of discounted rates for additional life assurance and critical illness cover
Support your favourite causes through charitable giving and our community partnerships
Share in Santander’s success by saving or investing in our share plans
24/7 access to an online employee discount platform including retailers, entertainment, eating out, travel and more
- As a Santander UK employee, you are able to request staff versions of our products like our Edge Current Accounts and Credit Cards with no fees, as well as apply to many other deals and discounts in Santander products and services.
Learn more about our benefits and family friendly policies
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 [email protected] or call 0870 414 9080.
Our purpose at Santander UK is to help people and businesses prosper. We are a leading financial services provider, offering a wide range of personal and commercial financial products and services, with around 15 million customers across our Retail and Corporate Businesses.
We have set ourselves an ambitious target - to become one of the best banks in the UK to work for. We’re transforming our business, creating a Simple, Personal and Fair culture in a dynamic and creative environment. We are committed to making a difference.
Our customers come from a wide range of backgrounds, and so do our people. We aim to reflect and celebrate diversity in our workplace in order to create an inclusive culture that adds real value to our business.
We care about you
In Santander, this means creating a workplace that respects your individuality and supports you to enjoy life outside work, from volunteering in the community to more family time.
We care about you and enhancing society and protecting the environment through products and services that enable people and communities to prosper. In short, it means supporting your ambitions and interests at every level.
Emerging Talent
It’s not your background or degree that matters to us. It’s not who you know or how you can blend in. We’re interested in your unique perspective, capacity to be yourself, and drive to take on challenges that will help you discover your career path.
Our programmes have been designed to bring out the best in you, providing you with the training and opportunities to set your potential free.
Our culture
The Santander Way expresses the culture we foster to ensure we deliver on our values ‘Simple, Personal and Fair’. At its core are five simple behaviours (TEAMS) which will fuel our growth, provide a shared focus and help us move faster.
When you become part of Santander you’re joining an incredible community of people with a shared respect, who put our customers at the heart of everything they do. Our behaviours guide us on our transformation journey as we innovate to help people and businesses prosper, both in the UK and globally.
Think Customer
Embrace Change
Act Now
Move Together
Speak UP
These are the foundations of how we all work and connect with each other day-to-day, and something you’ll learn even more about when you join us..
WHAT WE DO FOR OUR PEOPLE
Inclusion and diversity
We believe in equality of opportunity in all areas of employment and business, where selection and promotion is based on the relevant aptitudes and abilities to do the job. Learn more here
Santander UK is a member of a number of diversity partnership programmes including:
• Employers' Forum on Age
• Employers' Forum on Disability
• Opportunity Now
• Race for Opportunity
• Stonewall Diversity Champions Programme
Family Friendly Policies
If you’re thinking about joining us you may be interested in understanding how we support our employees who have family or caring responsibilities. Download our friendly policies here: do-careers-uk-Santander_Family_Friendly_Policies_Apr_2023.pdf
Gender Pay Gap Reporting
We are committed to creating a culture that values and champions diversity, and creates equality of opportunity for all. This is a commitment that starts at the very top of our organisation and flows throughout it.
The gender pay gap takes into account all roles at all levels of the organisation, rather than comparing pay received by women and men performing the same roles. We regularly review and analyse our employee pay to ensure men and women are treated equally when performing the same role. We are, therefore, confident that we do not have an equal pay issue at Santander UK.
Working with our unions
We have a long history of trade union recognition governed by:
a partnership agreement with Advance - the independent trade union recognised in the former Abbey and Bradford & Bingley parts of the business
recognition agreements with the Communication Workers Union - recognised in the former Alliance & Leicester parts of the business
Both unions are affiliated to the Trade Union Congress.
Health and safety
Helping to look after our employees' health has mutual benefits to the individual employee and to the business.
All managers and employees have access to guidelines, standards and procedures they need to manage safety effectively through our Health and Safety Management System.
We promote physical and mental wellbeing through:
• a quarterly health and lifestyle newsletter
• an Employee Assistance Programme that offers a free, confidential, 24/7 helpline
• face-to-face counselling
We help millions of people prosper and realise their dreams
• 196 thousand employees in the Group
• 40 training hours per employee throughout the year
• 102 million euros for our employees development
• 140 thousand volunteering hours
• 46 million euros for social programmes and projects
• Culture
• Our culture — The Santander Way — is aligned with our corporate strategy. It encompasses our purpose, our aim and our ways of working. It is the cornerstone of our bank – a responsible bank.
• Simple, Personal and Fair is how we work and that is the behaviour expected of our corporate culture.
• Simple - We offer customers an accessible service with simple products that are easy to understand. We use simple language and improve our processes every day.
• Personal - We provide our customers with a personalised service, offering them the products and services best suited to their needs. We want each and every one of our employees and customers to feel valued and treated as an individual.
• Fair - We treat our employees and customers fairly and equally; we are transparent, and we keep our promises. We create good relationships with different stakeholders because we understand that what is good for them is also good for Santander.