Hybrid Customer Experience Advisor

Vwfs; Milton Keynes; Hybrid; GBP 24,000 - 25,000; Full time

Benefits offered by this job

Discretionary bonus

Pension

Company car scheme

Private medical insurance

Career development

Job summary

VWFS UK is hiring a Customer Services Advisor in Milton Keynes on a hybrid basis. The role handles high-quality customer inquiries about finance and aftersales products, supporting customers through the life cycle from application to contract end.

The successful candidate has strong communication, data entry accuracy, and FCA knowledge, with a proactive approach to service and meeting deadlines. 35 hours weekly, fixed-term contracts through 2027, with an early closing date for applications.

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 mind set.
• PC Literate.
• Excellent written and spoken communication capabilities.
• Strong customer service focus is essential.
• Ability to demonstrate systematic thought processes.
• An 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.
• A strong team player with the ability to work under pressure and meet strict deadlines.

Responsibilities

• Responding to enquiries, mainly by phone and email.
• Entering / handling customer data, ensuring that processing procedures and response time guidelines are followed, with speed and accuracy.
• Close liaison with all other departments within VWFS.
• Maintaining your level of understanding of the 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 agreement in its life cycle.
• Accurately updating relevant systems with details of account activity.
• Working within agreed authority levels taking ownership of the issue but referring to higher authority when required.
• Being adaptable to switch across different processes as there will be a requirement for this
• Responding on email/admin queries and using telephony skills as a ‘one and done’ to get the right customer outcomes
• Taking responsibility for ensuring that excellent customer service is delivered at all times
• Ensure clarity and understanding of a customers’ requirement by providing proactive customer service, with excellent industry and product knowledge.( Customer or retailer )
• Monitoring, diarising and completing daily administration tasks.

Skills

Phone skills

Customer service

Data entry

FCA regulations

Attention to detail

Team player

Adaptable

Communication skills

Continual learning

Problem solving

Negotiation

Systematic thinking

Job description

VWFS UK is hiring a Customer Services Advisor in Milton Keynes on a hybrid basis. The role handles high-quality customer inquiries about finance and aftersales products, supporting customers through the life cycle from application to contract end.

The successful candidate has strong communication, data entry accuracy, and FCA knowledge, with a proactive approach to service and meeting deadlines. 35 hours weekly, fixed-term contracts through 2027, with an early closing date for applications.