Customer Services Advisor - Milton Keynes

Volkswagen Group; Bristol; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Discretionary bonus

Pension 9%

Company car BEVs

Private medical insurance

Care Concierge

LinkedIn Learning access

Mentoring programs

Job summary

Volkswagen Group UK Customer Services is recruiting to support over 1 million customers yearly across Retail Finance and Aftersales products. You will handle enquiries by phone and email, process documents, and maintain systems with accuracy while staying compliant with FCA regulations.

The role emphasises swift responses, strong communication, teamwork, and a proactive approach to customer journeys across the lifecycle of finance agreements.

Qualifications

• Comfortable speaking with customers on the phone.
• Sense of urgency and motivation to respond swiftly.
• Adaptable approach across teams and processes.
• Continual learning mindset.

Responsibilities

• Respond to enquiries, mainly by phone and email.
• Enter / handle customer data with speed and accuracy.
• Maintain liaison with VWFS and other departments.
• Understand FCA regulations to fulfill your role.
• Validate documents and process end-of-contract options.
• Update systems with account activity details.
• Work within authority levels and take ownership.
• Switch between processes as required.

Skills

Phone etiquette

Customer focus

Adaptability

Learning mindset

Communication skills

Attention to detail

Team player

Data protection awareness

Job description

About the role

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.

What you’ll be working on

We provide high-quality Customer Services throughout the lifetime of customers’ finance agreements, from the finance application process to the 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.

Day‑to‑day responsibilities

• Respond to enquiries, mainly by phone and email.
• Enter / handle customer data, ensuring that processing procedures and response time guidelines are followed, with speed and accuracy.
• Maintain close liaison with all other departments within VWFS.
• Maintain a level of understanding of 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 agreements in its life cycle.
• Accurately update relevant systems with details of account activity.
• Work within agreed authority levels, taking ownership of the issue but referring to higher authority when required.
• Adapt ability to switch across different processes as required.
• Respond on email/admin queries and use telephony skills as a one‑and‑done to get the right customer outcomes.
• Take responsibility for ensuring that excellent customer service is delivered at all times.
• Ensure clarity and understanding of a customer’s requirement by providing proactive customer service, with excellent industry and product knowledge.

Key skills & 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 mindset.
• PC Literate.
• Excellent written and spoken communication capabilities.
• Strong customer service focus.
• Ability to demonstrate systematic thought processes.
• 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.
• Strong team player with the ability to work under pressure and meet strict deadlines.
• Monitoring, diarising and completing daily administration tasks.

Why join VWFS UK

You’ll have the opportunity to make a difference by helping us to achieve our mission. Our mission is straightforward; 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.

Benefits and perks

• 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).
• After 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 also 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.