Customer Success Advisor – Finance & Aftersales

Volkswagen Group; Great Haseley; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Discretionary bonus

Pension 9%

Company car BEV

Private medical insurance

Learning & development

Job summary

VWFS UK is recruiting for a Customer Services Advisor to support customers through finance applications, contracts, and end‑of‑contract options. You will handle enquiries by phone and email, update customer data, and liaise with other VWFS teams to ensure accurate, timely responses.

The role requires strong communication, a customer‑first attitude, and the ability to adapt across processes while maintaining FCA regulatory understanding. A proactive, detail‑oriented approach is essential.

Qualifications

Responsibilities

• Respond to enquiries, mainly by phone and email.
• Enter / handle customer data, ensuring 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.

Job description

VWFS UK is recruiting for a Customer Services Advisor to support customers through finance applications, contracts, and end‑of‑contract options. You will handle enquiries by phone and email, update customer data, and liaise with other VWFS teams to ensure accurate, timely responses.

The role requires strong communication, a customer‑first attitude, and the ability to adapt across processes while maintaining FCA regulatory understanding. A proactive, detail‑oriented approach is essential.