Santander Consumer Finance is one of the UKs Leading Motor Finance companies providing finance to a network of dealerships throughout the United Kingdom.
Due to internal progression, we are now recruiting for a Customer Operations Manager responsible for a team incorporating Dealer Contact Centre and Funding, Underwriting, Financial Support and Arrears and Fleet Administration.
This role will be hybrid and based out of the Milton Keynes office with occasional requirements to visit the Redhill Head Office or other offices as required.
Responsibilities will include:
- To build, lead and develop the customer facing teams to provide an excellent experience for our customers
- Manage and ensure the delivery of service in line with strategic objectives to maximise customer experience, business performance and productivity, whilst ensuring team’s costs are kept under control
- Develop people’s potential through effective coaching, capability building and succession planning
- Responsible for the operational oversight and performance management of key third-party suppliers, ensuring service delivery, risk management and governance align with agreed standards and contractual expectations
- Work closely with the Head of Operations to ensure transition activities, including change and supplier-related transitions, are effectively planned, managed and embedded
- Provide strategic leadership for the Customer Operations department, driving change and optimisation in line with business objectives
- To seek improvements in customer experience and then engage with key stakeholders to deliver on those changes
- Responsibility for monitoring and delivery of Service Level Agreements initiating corrective actions as required
- Lead the annual budgeting process and effectively manage departmental budgets, ensuring all activities—including third-party service provision—remain within agreed cost parameters
- Promotes an open culture through regular genuine two-way communication with their management team
- Present clear and insightful reports to stakeholders on performance, risks, issues, and recommended solutions, covering both internal operations and third-party suppliers
- Adhering to our commitment to Consumer Duty ensuring we put our customers’ needs first and set higher and clearer standards of consumer protection
What we’re looking for:
- Previous demonstrable experience working with the motor finance industry in an operational role including contract hire
- Extensive experience of leading large multi-functional Operational teams and being able to achieve results through people
- Broad demonstrable understanding of the leasing market across various products including HP, PCP, PCH, BCH
- Previous experience in identification and management of the customer expectations using appropriate mediums including Customer Surveys and additional 2 way communication mediums
- Previous experience in forging departmental policies, procedures and standards within a department with foresight into a medium horizon – 1 – 3 years
- Ability to make balanced risk based decisions within own and departmental delegated authority
- Excellent communication skills and the ability to liaise with all stakeholders internal and external
- Experience with interacting and influencing industry bodies and regulators at the highest level
- Proven experience of successfully establishing new activities and implementing change
- Significant experience of the Regulatory environment associated with consumer credit activities
- Demonstrates a customer centric approach representing the business with internal and external customers
We have a range of benefits available which include:
- Competitive salary of £55 - 60,000 dependant on experience
- 30 days holiday per annum, plus bank holidays
- Annual bonus based on personal and company performance
- Car allowance
- Private medical cover
- Generous pension contributions
- Employee assistance programme
- Enhanced family friendly policies
- Sharesave scheme
- Gym passes at a reduced rate for 3,000 gyms, leisure centres etc
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.
