Job Description

SCUK Customer Relations - Admin and Aftercare Agent

Country: United Kingdom

Why apply for this role?

This is an excellent opportunity to join the Customer Relations team in a varied and customer-focused role that combines administration, complaint support and aftercare case management. As a Customer Relations Admin and Aftercare Agent, you'll play a vital role in ensuring customers receive a smooth and positive experience throughout the complaints and Financial Ombudsman Service (FOS) journey.

Working closely with complaint handlers, internal departments and external stakeholders, you'll help ensure regulatory timescales are met, customer queries are resolved efficiently and aftercare activities are completed accurately from start to finish. You'll also have the opportunity to identify improvements, contribute to exceptional customer outcomes and gain exposure to a wide range of customer relations processes.

Please note this role is a hybrid role with at least 3 days a week in the Redhill office. Remote workers will not be considered.

Please note the closing date for this role will be, end of day, Friday 25th September 2026

Responsibilities include:

• Managing Customer Relations mailboxes and ensuring complaints, queries and correspondence are routed appropriately.
• Providing administrative and aftercare support for Complaints, FOS and Customer Relations teams.
• Raising and tracking I-Type requests and BACS payment requests in line with company procedures.
• Responding to Summary Resolution Complaints (SRCs) within regulatory timescales and company standards.
• Logging, referring and monitoring complaints to ensure timely progression and resolution.
• Resolving customer queries within agreed authority levels and maintaining excellent customer service standards.
• Monitoring and managing aftercare worklists to ensure all activities are completed accurately and on time.
• Coordinating the Recovering Money from Dealers process, including tracking progress and engaging with stakeholders.
• Arranging vehicle collections and liaising with internal departments and external partners.
• Gathering information from relevant departments and external parties to support complaint resolution and aftercare requirements.
• Identifying complaint trends and contributing ideas to improve processes, documentation and customer outcomes.
• Ensuring all activities are completed in line with Treating Customers Fairly (TCF) principles and FCA requirements.

What we're looking for:

• Previous experience in customer service, administration or a customer-focused operational environment.
• Strong organisational skills with the ability to prioritise workloads and manage competing deadlines.
• Excellent attention to detail and a commitment to delivering high-quality work.
• Strong written and verbal communication skills, including telephone and customer call-handling experience.
• The ability to work independently, use initiative and take ownership of customer queries and processes.
• Excellent interpersonal skills and the ability to build positive relationships with colleagues and stakeholders.
• Strong time management skills and the ability to work effectively under pressure.
• A positive, enthusiastic and adaptable approach to work.
• Good numeracy skills and confidence using Microsoft Office applications, particularly Word and Excel.
• Experience or knowledge of complaint handling processes and regulatory requirements would be advantageous.
• GCSEs in Maths and English (Grade A-C or equivalent).
• Complaint handling training or accreditation would be beneficial but is not essential

We have a range of benefits available which include:

• Competitive salary dependent on experience
• 25 days holiday per annum, plus bank holidays
• Annual bonus based on personal and company performance
• Private medical cover
• £500 flexible benefit allowance
• Generous pension contributions
• Employee assistance programme
• Sharesave scheme
• Gym passes at a reduced rate for 3,000 gyms, leisure centres etc

Other things you need to know:

• The hours for this role are 09:00-17:00 across Monday to Friday

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.

At Santander Consumer Finance we have a zero-tolerance approach to discrimination, bullying, harassment (including sexual) or victimisation of any kind.

Should you want to be considered for part time hours, please let us know and we can assess your requirements.

What are the next steps:

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.