Customer Services Advisor

Vwfs; Milton Keynes; Hybrid; GBP 24,000 - 25,000; Full time

Benefits offered by this job

Discretionary bonus

Pension

Company car scheme

Private medical insurance

Career development

Job summary

VWFS UK is hiring a Customer Services Advisor in Milton Keynes on a hybrid basis. The role handles high-quality customer inquiries about finance and aftersales products, supporting customers through the life cycle from application to contract end.

The successful candidate has strong communication, data entry accuracy, and FCA knowledge, with a proactive approach to service and meeting deadlines. 35 hours weekly, fixed-term contracts through 2027, with an early closing date for applications.

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 mind set.
• PC Literate.
• Excellent written and spoken communication capabilities.
• Strong customer service focus is essential.
• Ability to demonstrate systematic thought processes.
• An 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.
• A strong team player with the ability to work under pressure and meet strict deadlines.

Responsibilities

• Responding to enquiries, mainly by phone and email.
• Entering / handling customer data, ensuring that processing procedures and response time guidelines are followed, with speed and accuracy.
• Close liaison with all other departments within VWFS.
• Maintaining your level of understanding of the 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 agreement in its life cycle.
• Accurately updating relevant systems with details of account activity.
• Working within agreed authority levels taking ownership of the issue but referring to higher authority when required.
• Being adaptable to switch across different processes as there will be a requirement for this
• Responding on email/admin queries and using telephony skills as a ‘one and done’ to get the right customer outcomes
• Taking responsibility for ensuring that excellent customer service is delivered at all times
• Ensure clarity and understanding of a customers’ requirement by providing proactive customer service, with excellent industry and product knowledge.( Customer or retailer )
• Monitoring, diarising and completing daily administration tasks.

Skills

Phone skills

Customer service

Data entry

FCA regulations

Attention to detail

Team player

Adaptable

Communication skills

Continual learning

Problem solving

Negotiation

Systematic thinking

Job description

About The Role

SALARY: from £24,950

LOCATION: Brunswick Court, Milton Keynes

HYBRID WORKING: Our current hybrid working policy requires a minimum of 60% of working time to be based in the Milton Keynes office however flexibility is expected to meet the needs of the business and the role.

HOURS / CONTRACT TYPE: Full Time Fixed Term Contract's until March 2027 and November 2027 - 35 hours per week.

CLOSING DATE: 29/10/2026We reserve the right to close the advert earlier If we receive a high volume of applications.

About our team:

Think this is just Customer Services? Think again!

Our UK Customer Services function services the needs of over 1m customers a year, providing frontline support for consumers of our Retail Finance and Aftersales products. We’re proud to represent many of the leading automotive brands in the world. It’s our job to make sure that every interaction is as simple and enjoyable as possible. To bring this to life, our Customer Promise is –

We listen. We’re open and honest. We focus on you. We take ownership and act.

So we’re looking for people that can support this promise – if this sounds like you, read on!

What you’ll be working on:

We provide high-quality Customer Services throughout the lifetime of customers finance agreements. Throughout finance application process to end of contract – and everything in between! We have a key role to play in supporting and influencing long term customer loyalty, so it’s vitally important that the support we give our customers is of the highest standard. You’ll be dealing with enquiries and requests of varying complexity and using a range of different systems and processes to help deliver important aspects of our customer journey.

Your day to day:

• Responding to enquiries, mainly by phone and email.
• Entering / handling customer data, ensuring that processing procedures and response time guidelines are followed, with speed and accuracy.
• Close liaison with all other departments within VWFS.
• Maintaining your level of understanding of the 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 agreement in its life cycle.
• Accurately updating relevant systems with details of account activity.
• Working within agreed authority levels taking ownership of the issue but referring to higher authority when required.
• Being adaptable to switch across different processes as there will be a requirement for this
• Responding on email/admin queries and using telephony skills as a ‘one and done’ to get the right customer outcomes
• Taking responsibility for ensuring that excellent customer service is delivered at all times
• Ensure clarity and understanding of a customers’ requirement by providing proactive customer service, with excellent industry and product knowledge.( Customer or retailer **)
• Monitoring, diarising and completing daily administration tasks.

Desired Skills and Experience:

• 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 mind set
• PC Literate
• Excellent written and spoken communication capabilities
• Strong customer service focus is essential
• Ability to demonstrate systematic thought processes
• An 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.
• A strong team player with the ability to work under pressure and meet strict deadlines.

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*: 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.

About Us

Why join VWFS UK?

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.