Customer Experience Advisor - Finance & Mobility

Volkswagen Group; Great Missenden; On-site; GBP 25,000 - 34,000; Full time

Benefits offered by this job

Discretionary 10% on-target bonus

Employer pension contribution 9%

Company car scheme for BEVs

Job summary

VWFS UK is seeking a Customer Services Adviser to provide frontline support for customers of Retail Finance and Aftersales products. You will handle enquiries mainly by phone and email, process data accurately, and liaise with other departments to support the customer journey.

You’ll need strong communication skills, a customer‑first mindset, and the ability to work under pressure while meeting deadlines. The role includes working with FCA regulations and maintaining high service standards.

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.
• 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.

Responsibilities

• 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.

Skills

Phone support

Excellent communication

Data entry

Attention to detail

Team player

Response speed

Adaptability

Learning mindset

Data protection knowledge

Customer service

Negotiation

Deadline driven

Organisation

Job description

VWFS UK is seeking a Customer Services Adviser to provide frontline support for customers of Retail Finance and Aftersales products. You will handle enquiries mainly by phone and email, process data accurately, and liaise with other departments to support the customer journey.

You’ll need strong communication skills, a customer‑first mindset, and the ability to work under pressure while meeting deadlines. The role includes working with FCA regulations and maintaining high service standards.