Customer Experience Advisor (Finance & Aftersales)

Volkswagen Group; Little Brickhill; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Discretionary 10% on-target bonus

Employer pension 9% contribution

Company Car BEV scheme

Job summary

Volkswagen Financial Services UK is seeking a Customer Services professional to support customers through finance and aftersales journeys. You will handle inquiries mainly by phone and email, update customer data accurately, and liaise with multiple VWFS departments to ensure a smooth customer journey.

You should be able to adapt across processes, maintain knowledge of FCA regulations, and deliver proactive, high‑quality service.

Qualifications

• 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.

Responsibilities

• Respond to enquiries, mainly by phone and email.
• Enter / handle customer data, ensuring procedures and response time guidelines are followed with speed and accuracy.
• Maintain close liaison with all other VWFS departments.
• Maintain understanding of FCA regulations to fulfil the role.
• Administration tasks such as validating customer documentation and processing end‑of‑contract options.
• Accurately update systems with account activity.
• Work within agreed authority levels and refer to higher authority when required.
• Adapt to switching across different processes as required.
• Respond to email/admin queries to achieve right outcomes.
• Deliver excellent customer service at all times.
• Provide proactive customer service with strong industry and product knowledge.

Skills

Phone communication

Urgency

Adaptability

Continuous learning

PC literacy

Communication skills

Customer service

Analytical thinking

Data protection knowledge

Job description

Volkswagen Financial Services UK is seeking a Customer Services professional to support customers through finance and aftersales journeys. You will handle inquiries mainly by phone and email, update customer data accurately, and liaise with multiple VWFS departments to ensure a smooth customer journey.

You should be able to adapt across processes, maintain knowledge of FCA regulations, and deliver proactive, high‑quality service.