Client Care Specialist – Finance & Aftersales

Volkswagen Group; Lower Heyford; On-site; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Discretionary bonus

Pension contribution 9%

Company Car BEV scheme

Income protection & life assurance

Retail discounts & Care Concierge

Job summary

VWFS UK is seeking an enthusiastic Customer Services professional to support customers through the lifecycle of their finance agreements. You will handle phone and email enquiries with precision and maintain data accuracy across systems.

The role requires strong communication, a proactive service mindset, and the ability to work with multiple VWFS departments while adhering to FCA regulations. A collaborative team environment and ongoing development opportunities are offered.

Qualifications

• Respond to enquiries by phone and email with speed and accuracy.
• Enter and handle customer data following procedures and guidelines.
• Liaise with VWFS departments to resolve issues.
• Maintain understanding of FCA regulations to perform duties.
• Validate documents and process end-of-contract options.
• Update systems with account activity accurately.

Responsibilities

• Respond to enquiries, mainly by phone and email.
• Enter / handle customer data, ensuring processing procedures and response time guidelines are followed, with speed and accuracy.
• Maintain close liaison with all other departments within VWFS.
• Maintain a level of understanding of FCA regulations to ensure you are competent to fulfil your role.
• Administration tasks such as validating customer documentation, processing end‑of‑contract options and making changes to customer agreements in its life cycle.
• Accurately update relevant systems with details of account activity.
• Work within agreed authority levels, taking ownership of the issue but referring to higher authority when required.
• Adapt ability to switch across different processes as required.
• Respond on email/admin queries and use telephony skills as a one‑and‑done to get the right customer outcomes.
• Take responsibility for ensuring that excellent customer service is delivered at all times.
• Ensure clarity and understanding of a customer’s requirement by providing proactive customer service, with excellent industry and product knowledge.

Skills

Phone etiquette

Customer focus

Adaptability

Learning mindset

PC literate

Clear communication

Team player

Attention to detail

Data protection awareness

Understanding FCA regulations

Job description

VWFS UK is seeking an enthusiastic Customer Services professional to support customers through the lifecycle of their finance agreements. You will handle phone and email enquiries with precision and maintain data accuracy across systems.

The role requires strong communication, a proactive service mindset, and the ability to work with multiple VWFS departments while adhering to FCA regulations. A collaborative team environment and ongoing development opportunities are offered.