Customer Service Advisor – Mobility Finance & Aftercare

Volkswagen Group; Marsh Baldon; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Discretionary 10% on-target bonus

Employer pension contribution 9%

Company Car scheme for BEVs + partner/

Private medical insurance (after prob)

Job summary

Volkswagen Group UK Customer Services is seeking dedicated staff to support customers through the lifecycle of finance and aftersales products. You will handle inquiries by phone and email, update records, and ensure compliance with industry regulations.

You will contribute to high standards of service, working with multiple VWFS teams to resolve issues promptly while upholding the company promise to be open, honest and customer-focused.

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.
• Excellent written and spoken communication capabilities.
• Strong customer service focus.
• Ability to demonstrate systematic thinking.
• Desirable knowledge of Data Protection Act and Consumer Credit Act.
• Ability to communicate and negotiate effectively in writing and verbally.
• Attention to detail with a high degree of accuracy.
• Strong team player under pressure and able to meet deadlines.
• Daily administration and diary/update tasks.

Responsibilities

• Respond to enquiries mainly by phone and email.
• Enter and handle customer data with speed and accuracy.
• Maintain liaison with VWFS departments.
• Understand FCA regulations relevant to the role.
• Validate documents and process end-of-contract options.
• Update systems with account activity details.
• Work within set authority levels and escalate when needed.
• Switch across processes as required.
• Handle email/admin queries and use telephony to achieve outcomes.
• Deliver excellent customer service at all times.
• Provide proactive customer service with product knowledge.

Skills

Phone etiquette

Urgency and responsiveness

Adaptability

Continuous learning

PC literacy

Clear written and verbal communication

Customer service focus

System navigation and data entry

Attention to detail

Team collaboration under pressure

Job description

Volkswagen Group UK Customer Services is seeking dedicated staff to support customers through the lifecycle of finance and aftersales products. You will handle inquiries by phone and email, update records, and ensure compliance with industry regulations.

You will contribute to high standards of service, working with multiple VWFS teams to resolve issues promptly while upholding the company promise to be open, honest and customer-focused.