Mobility Customer Care & Finance Support

Volkswagen Group; Fenny Compton CP; Presencial; GBP 24.000 - 32.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Discretionary 10% on-target bonus

Employer pension 9%

Company car scheme (BEV)

Income protection & life assurance

Retail discount vouchers

Care Concierge service

Cycle to work

Descripción de la vacante

Volkswagen Financial Services UK is seeking a customer service advisor to support the lifecycle of customer finance and aftersales interactions. You will handle enquiries by phone and email, process documentation, and liaise with multiple VWFS departments to ensure accurate data and timely responses.

Role emphasizes compliance with FCA and Data Protection rules, plus a focus on delivering high-quality service within defined processes and timelines.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Phone conversations

Urgency & responsiveness

Adaptability

Continuous learning

PC literate

Excellent communication

Customer focus

Analytical thinking

Data Act knowledge

Negotiation

Attention to detail

Team player

Administration

Descripción del empleo

Volkswagen Financial Services UK is seeking a customer service advisor to support the lifecycle of customer finance and aftersales interactions. You will handle enquiries by phone and email, process documentation, and liaise with multiple VWFS departments to ensure accurate data and timely responses.

Role emphasizes compliance with FCA and Data Protection rules, plus a focus on delivering high-quality service within defined processes and timelines.