Customer Services Advisor – Auto Finance & Aftercare

Volkswagen Group; Barford St Michael; On-site; GBP 23,000 - 28,000; Full time

Benefits offered by this job

Discretionary bonus 10%

Employer pension 9%

Car schemes for BEVs

Private medical insurance

Life assurance 4x salary

Retail discount vouchers

Care Concierge

Cycle to work

Loan car scheme

Job summary

VWFS UK is seeking a Customer Services Advisor to support customers through the life of finance agreements, from application to end of contract. You will handle inquiries mainly by phone and email, process data accurately and collaborate with internal teams to deliver a high standard of service.

The role requires clear communication, a proactive attitude and an understanding of FCA and data protection considerations.

Qualifications

• Phone-based customer service experience or similar.

Responsibilities

• Respond to enquiries, mainly by phone and email.
• Enter / handle customer data, ensuring procedures and response time guidelines are followed with speed and accuracy.
• Maintain close liaison with all other VWFS departments.
• Maintain understanding of FCA regulations to fulfil the role.
• Admin tasks such as validating documents, processing end-of-contract options and updating customer agreements in the lifecycle.
• Update relevant systems with account activity.
• Work within agreed authority levels and escalate when needed.
• Be adaptable to switch across different processes as required.
• Respond to email/admin queries and use telephony to achieve right outcomes.
• Ensure excellent customer service at all times with proactive support and product knowledge.

Skills

Phone communication

Urgency

Adaptability

Learning mindset

PC literate

Communication skills

Customer service focus

Systematic thinking

Data protection acts knowledge

Negotiation skills

Attention to detail

Team player

Administration tasks

Job description

VWFS UK is seeking a Customer Services Advisor to support customers through the life of finance agreements, from application to end of contract. You will handle inquiries mainly by phone and email, process data accurately and collaborate with internal teams to deliver a high standard of service.

The role requires clear communication, a proactive attitude and an understanding of FCA and data protection considerations.