Customer Services Advisor – Mobility & Finance

Volkswagen Group; Winchmore Hill; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Discretionary 10% on-target bonus

Employer pension contribution 9%

Company Car BEV scheme

Car insurance for partner/family

Income protection

Life assurance 4x salary

Retail discount vouchers

Care Concierge

LinkedIn Learning

Mentoring schemes

Job summary

VWFS UK is seeking a customer service professional to support百万 customers through the lifecycle of finance and aftersales products. You will handle enquiries by phone and email, update customer records, and work with multiple departments to ensure timely, accurate service across the customer journey.

The role emphasizes high-quality support, rapid data handling, and adherence to FCA regulations, offering a comprehensive benefits package and opportunities for professional development.

Qualifications

• Excellent written and spoken communication capabilities.
• Comfortable speaking with customers on the phone.
• Understanding of the Data Protection Act and Consumer Credit Act is desirable.

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.

Skills

Phone support

Customer focus

Adaptability

Communication skills

Attention to detail

Data Protection Act

Job description

VWFS UK is seeking a customer service professional to support百万 customers through the lifecycle of finance and aftersales products. You will handle enquiries by phone and email, update customer records, and work with multiple departments to ensure timely, accurate service across the customer journey.

The role emphasizes high-quality support, rapid data handling, and adherence to FCA regulations, offering a comprehensive benefits package and opportunities for professional development.