Hybrid Customer Care Agent

About the Company

Santander UK is a leading financial services provider, proud to serve millions of customers across the UK. We are committed to helping people and businesses prosper, offering a wide range of banking products and services. Our success is built on a foundation of customer focus, innovation, and a strong sense of community. Join our dynamic team where your contributions are valued, and your career growth is supported.

Job Description

We are seeking a proactive and empathetic Hybrid Customer Care Agent to join our growing team in Newry. In this vital role, you will be the first point of contact for our customers, providing exceptional service and support across various channels, including phone, email, and live chat. This is a hybrid position, requiring a balance of in-office collaboration and remote work, ensuring you have the best of both worlds. You’ll be instrumental in resolving inquiries, offering solutions, and ensuring a positive customer experience, contributing directly to our mission of helping our customers achieve their financial goals.

Key Responsibilities

• Provide professional and efficient customer service via phone, email, and online chat.
• Address customer inquiries, resolve issues, and provide accurate information regarding banking products and services.
• Identify customer needs and offer appropriate solutions or escalate complex issues to specialist teams.
• Maintain accurate and detailed records of customer interactions and transactions.
• Adhere to all company policies, procedures, and regulatory requirements.
• Participate in ongoing training and development to enhance product knowledge and service skills.
• Collaborate effectively with team members in both office and remote settings.

Required Skills

• Minimum of 1 year of experience in a customer service or contact center environment.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Proficiency in using CRM software and standard office applications.
• Ability to work effectively both independently and as part of a team.
• Demonstrated empathy and a customer-focused approach.

Preferred Qualifications

• Experience within the financial services or banking industry.
• Knowledge of Santander UK products and services.
• A qualification in customer service or a related field.

Perks & Benefits

• Competitive annual salary and performance-based bonuses.
• Comprehensive health and well-being package.
• Generous pension scheme.
• 25 days annual leave plus bank holidays, with the option to buy/sell additional days.
• Access to a wide range of employee discounts and benefits.
• Opportunities for professional development and career advancement.
• Supportive and collaborative hybrid work environment.

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