Customer Care Advisor – Finance & Mobility

Volkswagen Group; Stratton Audley; In loco; GBP 24.000 - 30.000; Tempo pieno

Vantaggi offerti da questo lavoro

Discretionary bonus

Pension contribution

Company Car scheme (BEVs)

Income protection

Life assurance

Retail discounts

Descrizione del lavoro

VWFS UK is seeking a Customer Services professional to support customers through the lifecycle of their finance agreements, handling enquiries by phone and email and ensuring precise data entry across multiple systems.

You will work with FCA regulation knowledge, deliver proactive service, and collaborate with other departments to uphold the VWFS customer promise. Strong communication and a customer-first approach are essential.

Competenze

• Comfortable speaking with customers on the phone.
• Sense of urgency and motivated to respond swiftly.
• Adaptable approach in moving between different teams and processes.
• Continual learning mindset.
• PC literate.
• Excellent written and spoken communication capabilities.
• Strong customer service focus.
• Ability to demonstrate systematic thought processes.
• Understanding of the Data Protection Act and Consumer Credit Act is desirable.
• Ability to communicate and negotiate effectively both verbally and written.
• Attention to detail with a high degree of accuracy.
• Strong team player with the ability to work under pressure and meet strict deadlines.
• Monitoring, diarising and completing daily administration tasks.

Mansioni

• Respond to enquiries, mainly by phone and email.
• Enter / handle customer data, ensuring that 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.

Conoscenze

Phone conversations

Urgency & speed

Adaptability

Continuous learning

PC literate

Clear communication

Customer service focus

Systematic thinking

Data protection awareness

Negotiation ability

Attention to detail

Team player under pressure

Descrizione del lavoro

VWFS UK is seeking a Customer Services professional to support customers through the lifecycle of their finance agreements, handling enquiries by phone and email and ensuring precise data entry across multiple systems.

You will work with FCA regulation knowledge, deliver proactive service, and collaborate with other departments to uphold the VWFS customer promise. Strong communication and a customer-first approach are essential.