Collections & Recoveries Advisor

Volkswagen Financial Services (UK); Milton Keynes; Hybrid; GBP 24,000 - 30,000; Full time

Job summary

An established industry player is seeking compassionate Collections Advisors to join their dynamic team in Milton Keynes. This role offers a unique opportunity to help customers navigate financial difficulties, providing tailored solutions and support. With a commitment to excellent customer service, you will work to resolve issues efficiently while adhering to FCA guidelines. Enjoy a hybrid working model, comprehensive training, and a supportive environment that values diversity and inclusion. If you're looking for a fulfilling career with growth opportunities, this position could be your perfect fit.

Benefits

Company Car

Discretionary Bonus

27 Days Holiday

Exclusive Deals and Discounts

Flexible Working Arrangements

Qualifications

• Experience in complex customer service, ideally in collections or complaints teams.
• Proven ability to meet service levels and quality measures.

Responsibilities

• Resolve customer issues while adhering to service levels and quality targets.
• Negotiate with third parties and ensure positive customer outcomes.

Skills

Customer Service Experience

Communication Skills

Teamwork Skills

Proficiency in MS Office

Negotiation Skills

Problem-Solving Skills

Tools

CRM Systems

Telephony Systems

Job description

Collections and Recoveries Advisor

Full Time Permanent and Full Time Fixed Term Contract until January 2026 available.

Location: Milton Keynes (Hybrid)

Salary: from £24,327 (FTE) - 27 days holiday, plus bank holidays, company car scheme and more.

Closing Date: 31st December 2024

Volkswagen Financial Services UK Ltd is dedicated to putting our customers first. Our collections department is committed to achieving the best outcomes for our customers, offering tailored solutions to those facing financial difficulties based on their individual needs.

Start date for this role is 3rd March 2025; training can take up to 8 weeks, which will be office-based every day Monday-Friday 9-5pm.

What we are looking for:

We are seeking two Collections Advisors to join our dynamic team. The ideal candidates will be compassionate, understanding, and customer-focused.

If you have previous experience in a contact centre environment, particularly in handling customer complaints or assisting vulnerable customers in any setting, this is the perfect career move for you. We provide comprehensive on-the-job training and offer excellent career opportunities for those that wish to fast track their career!

Your responsibilities will include:

• Working to agreed service levels, quality targets, and operational metrics.
• Utilising your initiative to resolve customer issues, ideally within the first contact.
• Working in accordance with Financial Conduct Authority (FCA) guidelines at all times.
• Using personal judgement to negotiate with third parties including debt management and recoveries firms.
• Updating multiple systems and programmes.
• Assessing each customer’s needs individually, ensuring every interaction results in a positive customer outcome.

Skills and Experience Required:

• Experience in complex customer service, ideally within collections or complaints teams.
• Proven ability to meet service levels and quality measures.
• Strong teamwork skills while maintaining individual ownership.
• Excellent written and verbal communication skills.
• Proficiency with multiple systems including MS Office, CRM, and telephony systems.
• A genuine desire to help and support people.
• Ability to manage, influence, and adapt during complex conversations.

What’s in it for you?

• Salary starting from £24,327.
• Company Car.
• Discretionary bonus.
• 27 days holiday (Pro rata) + Bank Holidays.
• Access to an exclusive deals and discounts website plus so much more.

About Volkswagen Financial Services

Our mission is straightforward: we want to be 'The Key to Mobility'. To make getting from A-to-B as easy and simple for as many people as possible. Our offering goes beyond traditional vehicle financing, providing a range of finance and aftersales products on Volkswagen Group vehicles, as well as developing innovative mobility products designed to solve real problems and support our customers.

Volkswagen Financial Services is committed to being an inclusive employer, welcoming applications from everyone. Diversity and Inclusion is not just a statement for us; we nurture an environment where everyone can be their 100% self. If there is anything we can do to support you during our recruitment process, please let us know.

As part of our hybrid working arrangements, we are giving our colleagues the opportunity to work a minimum of one day in the Milton Keynes office; however, flexibility is expected, and you can work in the office more if you'd prefer. The hybrid working policy can be applied differently at departmental level as the role requires. New colleagues will work from the office for the entirety of their training period until competent in role, which could be anywhere from 6-12 weeks.

The recruitment process for this role will include:

• Video interview - remote.
• 2nd stage interview during an assessment centre at head office with a telephone-related exercise.