Customer Experience Advisor – Finance & Aftersales

Volkswagen Group; Kingston Blount; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Discretionary 10% bonus on targets

Pension - 9% employer contribution

Company car scheme for BEVs

Private medical insurance (after/with)

Job summary

Volkswagen Financial Services UK is seeking a Customer Services Advisor to handle inbound and outbound customer inquiries, focusing on speed and accuracy in data handling and administration throughout lifecycle stages of finance agreements. The role demands a customer-centric approach and familiarity with regulatory requirements.

You will work across departments to ensure high standards of service, with a proactive mindset and ability to switch between processes to meet customer needs.

Qualifications

• Comfortable speaking with customers on the phone.
• Excellent written and spoken communication.
• Ability to move between teams and processes.
• Willingness to learn and adapt to new systems.

Responsibilities

• Respond to enquiries mainly by phone and email.
• Enter and handle customer data with speed and accuracy.
• Maintain liaison with other VWFS departments.
• Understand FCA/Consumer Credit Act where applicable.
• Perform administration like validating documents and processing contract options.
• Update systems with account activity.
• Work within defined authority and escalate when needed.
• Deliver proactive customer service with strong product knowledge.

Skills

Phone communication

Customer focus

Adaptability

Attention to detail

Data entry

Learning mindset

Team player

Regulatory awareness

Job description

Volkswagen Financial Services UK is seeking a Customer Services Advisor to handle inbound and outbound customer inquiries, focusing on speed and accuracy in data handling and administration throughout lifecycle stages of finance agreements. The role demands a customer-centric approach and familiarity with regulatory requirements.

You will work across departments to ensure high standards of service, with a proactive mindset and ability to switch between processes to meet customer needs.