Customer Experience Advisor - Mobility & Finance

Volkswagen Group; Great Doddington; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Discretionary 10% bonus on-target

Employer pension 9%

Car scheme for BEVs

Private medical insurance after prob‑/

Learning and development programs

Mentoring and career development

Job summary

VWFS UK seeks a customer services professional to support customers through the finance lifecycle. You will handle enquiries by phone and email, log data accurately, and coordinate with internal teams to ensure timely, compliant service.

The role emphasises strong communication, attention to FCA regulations, and a proactive approach to resolving customer needs within established guidelines.

Qualifications

• Strong phone communication and listening skills.
• Ability to respond quickly with a sense of urgency.
• Flexibility to move between teams and processes.
• Commitment to continual learning and system literacy.
• Proficient in standard office software and data handling.
• Excellent written and spoken communication abilities.
• Customer-centric mindset with attention to detail.
• Demonstrates logical, systematic thinking under pressure.
• Understanding of the Data Protection Act desirable.
• Knowledge of the Consumer Credit Act is a plus.

Responsibilities

• Respond to enquiries mainly by phone and email.
• Enter and verify customer data with accuracy and speed.
• Maintain liaison with VWFS and other departments.
• Understand FCA regulations to remain compliant.
• Handle admin tasks like validating documents and end-of-contract changes.
• Update systems with account activity details.
• Work within authority limits and escalate as needed.
• Flexibly switch across processes to meet customer outcomes.
• Respond to email/admin queries to deliver first-time fixes.
• Ensure consistently high standards of customer service.

Skills

Phone support

Urgency

Adaptability

Lifelong learning

PC literate

Excellent communication

Customer focus

Systematic thinking

DPA knowledge

CC Act awareness

Job description

VWFS UK seeks a customer services professional to support customers through the finance lifecycle. You will handle enquiries by phone and email, log data accurately, and coordinate with internal teams to ensure timely, compliant service.

The role emphasises strong communication, attention to FCA regulations, and a proactive approach to resolving customer needs within established guidelines.