Customer Services Advisor: Mobility Finance & Support

Volkswagen Group; Moreton Pinkney; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

Discretionary 10% bonus

Pension 9% employer contribution

Company car BEV scheme

Private medical insurance

LinkedIn Learning access

Annual training & development

Job summary

VWFS UK is seeking a customer service advisor to support our automotive finance and aftersales journey. You’ll handle phone and email enquiries, enter data accurately and liaise with multiple departments to ensure timely, compliant responses.

The role emphasizes a proactive customer service mindset, strong communication, and the ability to manage diverse processes while meeting deadlines.

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.

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

Data entry

FCA knowledge

Customer service

Communication

Attention to detail

Team player

Adaptability

Tools

PC literacy

Job description

VWFS UK is seeking a customer service advisor to support our automotive finance and aftersales journey. You’ll handle phone and email enquiries, enter data accurately and liaise with multiple departments to ensure timely, compliant responses.

The role emphasizes a proactive customer service mindset, strong communication, and the ability to manage diverse processes while meeting deadlines.