Customer Experience Advisor – Automotive Finance

Volkswagen Group; Great Milton; On-site; GBP 25,000 - 35,000; Full time

Benefits offered by this job

Discretionary bonus

Pension contributions

Company car scheme (BEVs)

Private medical insurance (post-prob)

Learning & development access

Loans car scheme

Job summary

VWFS UK is hiring for a Customer Services role serving finance and aftersales customers. You will handle enquiries by phone and email, manage data, and liaise with VWFS teams to ensure accurate processing and strong customer journeys.

The role requires excellent communication, attention to detail, and a proactive service mindset, with a focus on timely resolution and compliance with regulatory requirements.

Qualifications

• Excellent verbal and written communication skills.
• Comfortable speaking with customers on the phone.
• Strong accuracy and data handling abilities.
• Understanding of the Data Protection Act and Consumer Credit Act (desirable).

Responsibilities

• Respond to enquiries, mainly by phone and email.
• Enter / handle customer data, ensuring speed and accuracy.
• Maintain liaison with other VWFS departments.
• Understand FCA regulations to fulfil your role.
• Validate documents and process end‑of‑contract options.
• Update systems with account activity details.
• Work within authority levels and escalate when needed.
• Switch between processes as required.
• Respond to email/admin queries and use telephony for right outcomes.
• Deliver excellent customer service at all times.
• Provide proactive service with product knowledge.

Skills

Phone support

Urgency

Adaptability

Continuous learning

PC literate

Communication skills

Customer service focus

Systematic thinking

Data protection Act knowledge

Negotiation

Attention to detail

Team player

Work under pressure

Job description

VWFS UK is hiring for a Customer Services role serving finance and aftersales customers. You will handle enquiries by phone and email, manage data, and liaise with VWFS teams to ensure accurate processing and strong customer journeys.

The role requires excellent communication, attention to detail, and a proactive service mindset, with a focus on timely resolution and compliance with regulatory requirements.