Customer Success Advisor – Mobility & Finance

Volkswagen Group; Husbands Bosworth; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Discretionary bonus 10%

Pension plan 9%

Company car scheme

Private medical insurance

Care Concierge

Will writing service

Cycle to work

LinkedIn Learning

Mentoring programs

Job summary

VWFS UK is looking for a customer service advisor to support customers through their finance agreements, from application to end-of-contract, ensuring accurate data handling and compliant processes.

You will handle enquiries by phone and email, liaise with internal teams, and deliver high standards of service, with opportunities for development and a supportive benefits package.

Join a diverse team committed to the VW Group's mobility mission and a flexible, inclusive working environment.

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 communication

Urgency

Adaptability

Continual learning

PC literate

Written & spoken communication

Customer service focus

Systematic thinking

Data protection act knowledge

Communication & negotiation

Attention to detail

Team player

Administration tasks

Job description

VWFS UK is looking for a customer service advisor to support customers through their finance agreements, from application to end-of-contract, ensuring accurate data handling and compliant processes.

You will handle enquiries by phone and email, liaise with internal teams, and deliver high standards of service, with opportunities for development and a supportive benefits package.

Join a diverse team committed to the VW Group's mobility mission and a flexible, inclusive working environment.