Customer Experience Advisor – Mobility & Finance

Volkswagen Group; South Kilworth; On-site; GBP 21,000 - 32,000; Full time

Benefits offered by this job

Discretionary 10% on-target bonus

Company Car scheme for BEVs with insur

Private medical insurance for you

LinkedIn Learning access and career发展

Job summary

VWFS UK is seeking a customer services associate to support customers through their finance and aftersales journey. You will respond to inquiries by phone and email, manage customer data, and coordinate with multiple departments to ensure accurate processing and timely responses.

You will handle end-of-contract options, validate documentation, and maintain system updates, aiming to deliver excellent service while complying with regulatory requirements.

Qualifications

• Comfortable speaking with customers on the phone.
• Sense of urgency and motivated to respond swiftly.
• Adaptable approach moving between teams and processes.
• Continual learning mindset.
• PC literate and proficient with common software.
• Excellent written and spoken communication capabilities.
• Strong customer service focus.
• Demonstrates systematic thought processes.
• Understanding of Data Protection Act and Consumer Credit Act is desirable.

Responsibilities

• Respond to enquiries mainly by phone and email.
• Enter and handle customer data with speed and accuracy.
• Maintain liaison with VWFS and other departments.
• Adhere to FCA regulations relevant to the role.
• Validate customer documentation and process end-of-contract options.
• Update systems with account activity details.
• Work within authority levels and escalate as needed.
• Switch between processes as required and deliver right outcomes.
• Provide proactive customer service with product knowledge.

Skills

Phone-based communication

Sense of urgency

Adaptability

Continuous learning

PC literate

Written & spoken communication

Customer service focus

Attention to detail

Team player under pressure

Data protection awareness

Job description

VWFS UK is seeking a customer services associate to support customers through their finance and aftersales journey. You will respond to inquiries by phone and email, manage customer data, and coordinate with multiple departments to ensure accurate processing and timely responses.

You will handle end-of-contract options, validate documentation, and maintain system updates, aiming to deliver excellent service while complying with regulatory requirements.