Customer Resolutions Executive

Vwfs Uk; Milton Keynes; On-site; GBP 23,000 - 32,000; Full time

Benefits offered by this job

Discretionary annual bonus

Employer pension 9%

VWFS contribution 6%

Job summary

VWFS UK is seeking a Customer Resolutions Executive to review customer objections, investigate cases, and resolve complaints with clear, timely responses. You will cross-reference information across internal systems and prepare final response letters while prioritising workload to meet regulatory deadlines.

The role emphasizes attention to detail, strong organisational skills, and the ability to work across multiple systems to deliver accurate outcomes for customers.

Qualifications

• Experience in customer service with a strong customer focus.
• Excellent attention to detail and ability to cross-reference information accurately.
• Understanding of regulation and financial services is useful but not essential.
• Able to learn quickly and work confidently across systems.
• Strong organisation and prioritisation to manage multiple workloads.

Responsibilities

• Review customer objections and evidence across internal systems.
• Investigate cases to understand the wider picture and determine outcomes.
• Manage scheme-related and general complaints and provide clear responses.
• Prepare final response letters after investigations.
• Prioritise workload to meet regulatory deadlines while delivering quality responses.

Skills

Customer service

Attention to detail

Organisation

Regulatory knowledge (useful)

Job description

We're looking for a Customer Resolutions Executive to join our team, helping us review and resolve customer objections and complaints and ensuring our customers receive clear, timely and appropriate responses. This customer-focused and fast-paced role will be instrumental in helping us deliver the right outcomes for our customers. You'll review information provided by customers against our internal systems, investigate individual cases and use the evidence available to determine whether the correct decision has been made. You'll also support the resolution of scheme-related and general customer complaints, including preparing final response letters.

Responsibilities

• Reviewing customer objections and the evidence provided, cross-referencing information across different internal systems.
• Investigating individual cases to understand the wider picture and help determine the appropriate customer outcome.
• Managing scheme-related and general customer complaints and providing clear responses to customers.
• Preparing final response letters following the investigation of customer complaints.
• Managing and prioritising your workload effectively to provide prompt, high-quality responses while meeting regulatory deadlines.

You'll be someone who genuinely cares about delivering a positive customer experience and enjoys getting into the detail to understand and resolve an issue. You'll be comfortable working across different systems and sources of information, balancing different priorities and keeping the bigger picture in mind. You'll also be a team player who enjoys getting involved and contributing to a supportive team environment.

Essential experience & skills

• Previous customer service experience with a strong customer focus.
• Strong attention to detail and an ability to investigate and cross-reference information accurately.
• An understanding of regulation and previous experience within financial services would be useful, but are not essential.
• Ability to learn quickly and work confidently across different systems.
• Strong organisation and prioritisation skills, with the ability to manage different workloads effectively.
• Ability to balance quality and productivity, providing timely responses and working to required deadlines.

You'll have the opportunity to make a difference by helping us to achieve our mission. Our mission is straight forward; we want to be 'The Key to Mobility'. That means we make getting from A-to-B as easy and simple for as many people as possible. To truly meet the mobility needs of people in a changing world, our offering goes beyond traditional vehicle financing. We do this by providing a range of finance and aftersales products on Volkswagen Group vehicles, as well as developing innovative mobility products designed to solve real problems and support our customers. No candidate will meet every single desired qualification. If your experience looks a little different from what we've identified and you think you can bring value to the role, we'd love to learn more about you! VWFS is proud to be an inclusive employer and encourages applications from a diverse range of candidates. Diversity, Equity & Inclusion isn't just a statement for us, we encourage and aspire for all our colleagues to be their 100% self. If you need any reasonable adjustments to assist you with the application and/or recruitment processes, please contact our Resourcing Team. This role does not meet the UKVI's criteria for the skilled worker sponsorship route, therefore we are unable to accept candidates requiring sponsorship for this role.

What's in it for you?

• Bonus: Discretionary 10% on-target bonus (based on personal and Group company performance)
• Pension: Employer pension contribution of 9% (based on employee contribution of 3%).
• VWFS will pay 6% if employee chooses a 2% employee contribution.

Car schemes

• Choice of Employee Car Ownership (ECO) scheme for petrol/diesel and hybrid vehicles plus car insurance
• Company Car scheme for Battery Electric Vehicles (BEVs) plus car insurance cover for you and a partner/eligible family member.

Other benefits: From day 1 we provide income protection, life assurance (4x salary), retail discount vouchers, access to Care Concierge (a service to support carers of adults), along with other salary sacrifice options including a will writing service and cycle to work (subject to scheme restrictions). Following successful completion of probation, you will have access to private medical insurance for you (with the option to buy additional family cover), access to our loan car scheme for up to 2 cars for your partner or eligible family members (subject to scheme restrictions) and during our annual benefit window you can purchase critical illness cover and dental cover, so you can select the benefits that matter to you.

We invest in our people and are passionate about driving development. You'll have access to LinkedIn Learning via our Degreed platform as well as a host of professional development programmes and opportunities to build your technical and soft skills so you can further develop your career. We also offer mentoring schemes and reciprocal partnerships recognising that we can all learn from each other in the flow of work.