Automotive Finance Customer Experience Specialist

Volkswagen Group; East Farndon; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

On-target bonus

Pension 9%

Company Car BEV

Income protection

Life assurance (4x salary)

Retail discount vouchers

Care Concierge

Will writing service

Cycle to work

Private medical insurance

Job summary

VWFS UK is seeking a Customer Services Advisor to support over a million customers annually across finance applications and contract lifecycle tasks. You will handle enquiries by phone and email, process data, and collaborate with multiple departments to ensure accurate, compliant service.

Excellent communication skills and a customer-focused mindset are essential, along with a practical understanding of FCA regulations. Training and career development are provided.

Qualifications

• Strong phone communication skills and ability to handle enquiries clearly.
• Sense of urgency and responsiveness to customer requests.
• Adaptability to switch between teams and processes.
• Willingness to learn and take on new systems and procedures.
• Good basic PC literacy and data handling capability.
• Excellent written and spoken communication.
• Strong customer service orientation with accuracy.
• Attention to detail in data entry and documentation.
• Team player able to work under pressure and meet deadlines.

Responsibilities

• Respond to enquiries mainly by phone and email.
• Enter and handle customer data with accuracy within guidelines.
• Liaise with other VWFS departments to resolve issues.
• Understand FCA regulations to perform duties competently.
• Validate documents and manage end-of-contract options.
• Update systems with account activity details.
• Work within authority levels and escalate when needed.
• Switch between processes as required for efficiency.
• Respond to email queries and use calls to achieve outcomes.
• Deliver excellent customer service at all times.
• Ensure understanding of customer needs with product knowledge.

Skills

Phone communication

Urgency & responsiveness

Adaptability

Lifelong learning

PC literacy

Clear communication

Customer focus

Attention to detail

Team player

Job description

VWFS UK is seeking a Customer Services Advisor to support over a million customers annually across finance applications and contract lifecycle tasks. You will handle enquiries by phone and email, process data, and collaborate with multiple departments to ensure accurate, compliant service.

Excellent communication skills and a customer-focused mindset are essential, along with a practical understanding of FCA regulations. Training and career development are provided.