IT STARTS HERE

Santander (www.santander.com) is evolving from a global, high-impact brand into a technology-driven organisation, and our people are at the heart of this journey. Together, we are driving a customer-centric transformation that values bold thinking, innovation, and the courage to challenge what's possible.

This is more than a strategic shift. It's a chance for driven professionals to grow, learn, and make a real difference.

Our mission is to contribute to help more people and businesses prosper. We embrace a strong risk culture and all our professionals at all levels are expected to take a proactive and responsible approach toward risk management.

Retail & Business Banking Division focuses on the complete needs of our customers, aligned to our group structure and ambitions as a global business.

The division covers all products - Current Accounts, Savings, Cards, Unsecured Personal Loans, Mortgages, Insurance, Investments. It also includes customer interactions across branches, Work Cafés, contact centres, and wealth and digital channels.

It's also the home of our Financial Support and Vulnerable Customer teams, Santander brands Cater Allen and cahoot, as well as our Universities programme.  

THE DIFFERENCE YOU MAKE

Financial Support is looking for Financial Care Specialists based out of our Bradford and Glasgow Locations.

You would act as first point of contact via telephony for Santander's Retail Customers who are in arrears and/or experiencing financial difficulty.

The role will support our customers across all Retail Products - Mortgages, Loans, Banking and Credit Cards.

You would use enhanced questioning and comprehensive fact finding to establish the customer's needs to determine appropriate sustainable debt solutions and identifying any customer vulnerability. Working with the customer ensuring that appropriate and defined vulnerability strategies are deployed to ensure the right outcome and provide education and appropriate sign posting to our customers, utilising Online Resources, Third Parties and Budget Planning Tools.

There are excellent career opportunities for colleagues looking to progress with clear pathways once you are proficient within your existing role.

We're shaping the way we work through innovation, cutting-edge technology, collaboration and the freedom to explore new ideas. To succeed in this role, you will be responsible for:

• Connecting customer needs with bespoke solutions, facilitating repayment of outstanding debts 

• Assisting the customer in making a well-informed decision using a variety of data from health and wealth perspective  

• Exhibiting significant personal resilience when overseeing customers in need  

• Championing the ongoing enhancement of customer experience and service quality through dedicated ownership and continuous learning 

WHAT YOU'LL BRING

Our people are our greatest strength. Every individual contributes unique perspectives that make us stronger as a team and as an organisation. We're enabling teams to go beyond by valuing who they are and empowering what they bring.

The following requirements represent the knowledge, skills, and abilities essential for success in this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Professional Experience

• Experience of working in a servicing, customer-driven telephony environment (Required)

• Good communication and listening skills both at a customer and internal level (Required)

• Experience of supporting customers including vulnerable who are experiencing financial difficulties (Preferred)

• Personal resilience when handling emotionally charged conversations (Preferred)

WE VALUE YOUR IMPACT

At Santander, your contribution matters. We recognise the difference you make every day, and we make sure you feel valued, supported and rewarded in return.
Here, recognition goes beyond pay. It's about the pride you feel in your work, the impact you have on customers and communities, and the opportunities you have to grow and thrive - personally and professionally.

• Starting salary of £24,992 plus a £500 annual cash allowance to spend on our great range of benefits. *Include salary where authorised

• 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.

• Voluntary healthcare benefits at discounted rates. Including: medical insurance, dental insurance, and health assessments

• 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.

• Share in Santander's success by saving or investing in our share plans. 

• 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

• Competitive rewards that reflect the real impact you make and the value you bring.

• Wellbeing that goes beyond work - we work with a range of wellbeing partners across our 4 pillars of wellbeing (physical, mental, social and financial) to give you access to a suite of apps, discounted gym and fitness access, weekly online classes, flexible healthcare and mental health support.

• Support for every life stage - from menopause and pregnancy to parenthood and beyond, with enhanced family leave, childcare options and tailored wellbeing support.

• Time to give back through volunteering opportunities that let you make a difference in the communities we serve.

• Global growth opportunities to shape your career, learn new skills and explore what's possible across our international network.

Ready to be recognised? It starts with you.

LOCAL COMPLIANCE

At Santander, we're proud to be an inclusive organisation that provides equal opportunities for everyone - regardless of age, gender, disability, civil status, race, religion or sexual orientation.

We're committed to creating a recruitment experience that's accessible, fair and welcoming for all candidates.

We want our people to thrive - at work and at home - while delivering the best outcomes for our customers and supporting each other to grow.

To make this possible, our roles are site-based with a hybrid working pattern, where colleagues are expected to attend the office at least 12 days per month (pro-rata for part-time roles).

When applying, please consider the travel distance, time and cost to your chosen office location(s). 

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.

We welcome applications on the understanding that, should you be offered this role, there may be no relocation package available. Santander will pay the employer mandatory government fees that are required to pay in connection with visa sponsorship. You may be liable for your own personal employee immigration and relocation costs.

WHAT TO DO NEXT

If this sounds like a role you are 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 email. You can contact us at resourcing@santander.co.uk.