{"id":3792612,"url":"https://alion.io/job/banco-santander-scuk-specialist-support-case-handler","title":"SCUK Specialist Support Case Handler","company":{"id":11879,"name":"Banco Santander","domain":"santander.com","url":"https://alion.io/company/banco-santander","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":80,"open_postings":114,"ghost_share":0.079,"stale_share":0.518,"repost_share":0.149,"time_to_fill_p50_days":22,"computed_at":"2026-11-10T06:52:35Z"}},"role":"Legal","role_family":"Legal","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Redhill, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-03T00:00:00Z","employer_posted_date":"2026-11-03","last_verified_at":"2026-11-10T19:16:40Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"SCUK Specialist Support Case HandlerCountry: United KingdomSantander Consumer Finance UK (SCUK) are pleased to share that we have a fantastic new opportunity for a Specialist Support Case Handler to join the team on a Permanent contract working on a hybrid basis with 3 days a week in the Redhill office.\nThe Specialist Support team is currently responsible for four key workstreams: Bereavement, Complex Vulnerability, Power of Attorney, and Mental Health Crisis Breathing Space.\nIn this role, you will provide specialist support and guidance to colleagues, customers and third parties navigating complex circumstances. You will demonstrate compassion, empathy and professionalism when supporting bereaved individuals and assisting with matters relating to a customer's estate.\nThis role requires the ability to navigate challenging situations with empathy and professionalism. Previous experience supporting vulnerable customers, together with a strong understanding of operational processes and regulatory requirements, is essential.\nPlease note the closing date for this role will be, end of day Friday 13th November 2026\nResponsibilities will include:\nHandling complex and sensitive cases, including customers experiencing significant life events, serious physical or mental health challenges, coercive control, domestic abuse, and crisis situations.\nAssessing the impact of a customer's circumstances and support needs, exploring appropriate options while maintaining a balanced approach to customer outcomes and risk.\nProviding compassionate and effective support to bereaved third parties, understanding their individual circumstances and delivering appropriate solutions relating to customer estates.\nThinking creatively and proactively identifying bespoke solutions that meet the needs of customers and bereaved third parties while remaining within policy and regulatory requirements.\nAdhering to Consumer Duty principles by consistently putting customer needs first and ensuring fair treatment, positive outcomes and appropriate consumer protection standards are maintained.\nSupporting and guiding third parties through the Power of Attorney and Court of Protection processes, working closely with the Financial Crime team to ensure applications are completed efficiently and accurately.\nMonitoring and reviewing Vulnerable Customers and Bereavement cases to ensure appropriate support remains in place and customer needs continue to be met.\nActing as a subject matter expert for specialist support processes, project work and providing guidance to colleagues on complex customer circumstances and regulatory requirements.\nCoaching and developing colleagues to build confidence and capability, empowering them to independently resolve similar queries and situations in the future.\nBuilding and maintaining effective relationships with colleagues and stakeholders across the business, driving continuous improvements in the customer and third-party experience.\nWorking collaboratively within a specialist team to deliver timely, effective and tailored support to customers and third parties when they need it most.\nWhat we’re looking for, someone who:\nComfortable assessing and managing sensitive, complex and emotionally challenging situations on a regular basis.\nDemonstrates strong problem-solving skills, with the ability to assess the impact of customer circumstances and identify appropriate solutions to achieve fair and appropriate customer outcomes.\nCapable of developing bespoke solutions that meet customer needs while adhering to regulatory, compliance and business requirements.\nSkilled in interpreting and analysing information to provide accurate, effective solutions to complex queries. Demonstrating empathy and understanding in sensitive situations.\nPossesses excellent interpersonal and communication skills, with the ability to ask insightful questions, actively listen and build rapport.\nExcellent attention to detail, with a strong focus on quality and accuracy, ensuring customers receive the highest standard of support and service.\nExperienced in engaging and collaborating with stakeholders at all levels to achieve positive outcomes for customers and third parties.\nA collaborative team player who can build effective working relationships, while also being confident working independently and taking ownership of tasks.\nHighly organised and able to work effectively under pressure and to tight deadlines.\nExperienced in working within a fast-paced, customer-focused environment.\nPositive, adaptable and resilient, with a willingness to embrace change and drive continuous improvement.\nHolds GCSEs (or equivalent) in Maths and English at Grade C/4 or above.\nWe have a range of benefits available which include:\nCompetitive salary dependent on experience\n27 days holiday per annum, plus bank holidays\nAnnual bonus based on personal and company performance\nPrivate medical cover\n£500 flexible benefit allowance\nGenerous pension contributions\nEmployee assistance programme\nSharesave scheme\nGym passes at a reduced rate for 3,000 gyms, leisure centres etc\nLocation, Training & Working Hours:\nThe training for this role will be on site at our SCUK office in Redhill for the first initial 12 weeks. After this, hybrid working (minimum 3 days a week in the office) will be available as per the line managers discretion and dependant on the individuals work performance\nThe working hours for this role are Monday to Friday 9am - 5pm, and there will be a requirement of working 2 bank holidays a year.\nInclusion:\nAt 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.\nWhat are the next steps:\nIf 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.","description_format":"text","description_chars":6136,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Hybrid work"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Commercial & Retail Banks"],"lifecycle":[{"event":"open","at":"2026-11-05T07:15:58Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"Licensed UK visa sponsor (Graduate Trainee, Senior or Specialist Worker, Skilled Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Global Business Mobility: Graduate Trainee; Global Business Mobility: Senior or Specialist Worker; Skilled Worker","cap_exempt":false,"checked_at":"2026-11-10T11:34:35+00:00","sources":["UK Home Office: register of licensed sponsors (workers)"],"filings_for_role_12m":0}],"liveness":{"score":60,"band":"ok","label":"Likely open","p_open":1,"p_active":0.598,"p_room":1,"age_days":7,"expected_fill_days":22,"reasons":["conf:5","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-11-10T06:52:35Z"},"pay":null,"html_url":"https://alion.io/job/banco-santander-scuk-specialist-support-case-handler","json_url":"https://alion.io/job/banco-santander-scuk-specialist-support-case-handler.json","meta":{"generated_at":"2026-11-10T20:12:51Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":12379,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-11T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":11879},"rest":"https://alion.io/mcp/rest/get_company?id=11879"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fbanco-santander-scuk-specialist-support-case-handler"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fbanco-santander-scuk-specialist-support-case-handler"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fbanco-santander-scuk-specialist-support-case-handler"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/banco-santander-scuk-specialist-support-case-handler\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fbanco-santander-scuk-specialist-support-case-handler"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3792612}},{"tool":"search_jobs","arguments":{"company":"santander.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3792612},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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