Customer Experience Advisor – Auto Finance & Aftercare

Volkswagen Group; Market Harborough; On-site; GBP 22,000 - 29,000; Full time

Benefits offered by this job

Discretionary 10% on-target bonus

Employer pension contribution 9%

Company Car scheme for BEVs

Private medical insurance (post-prob)

LinkedIn Learning and development

Job summary

VWFS UK is seeking a motivated Customer Service Advisor to support customers through the finance and aftersales journey, mainly by phone and email. You will handle data with speed and accuracy while liaising with multiple departments and applying FCA knowledge to ensure compliant service throughout the lifecycle of finance agreements.

You will contribute to delivering excellent customer outcomes, using strong communication and a proactive approach to resolve queries and support loyalty across

Qualifications

• Comfortable speaking with customers on the phone.
• Sense of urgency and motivated to respond swiftly.
• Adaptable between teams and processes.
• Continual learning mindset.
• PC Literate and good written communication.
• Strong customer service focus and attention to detail.

Responsibilities

• Respond to enquiries mainly by phone and email.
• Enter and handle customer data with speed and accuracy.
• Maintain liaison with VWFS and other departments.
• Understand FCA regulations relevant to the role.
• Process documentation, end-of-contract options and changes to agreements.
• Update systems with account activity and maintain records.
• Work within authority levels and escalate when needed.
• Switch between processes as required and ensure first-class service.

Skills

Phone support

Customer focus

Attention to detail

Multi-team collaboration

Adaptability

Data protection knowledge

Written communication

Job description

VWFS UK is seeking a motivated Customer Service Advisor to support customers through the finance and aftersales journey, mainly by phone and email. You will handle data with speed and accuracy while liaising with multiple departments and applying FCA knowledge to ensure compliant service throughout the lifecycle of finance agreements.

You will contribute to delivering excellent customer outcomes, using strong communication and a proactive approach to resolve queries and support loyalty across