Mobility Finance Customer Advocate

Volkswagen Group; Christmas Common; On-site; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Discretionary bonus (10% on-target)

Pension: 9% employer contribution

Company Car BEV scheme

Income protection & life assurance

Retail discounts & Care Concierge

Will writing service & cycle to work

Private medical insurance after probab

Job summary

VWFS UK is recruiting for a customer service role handling enquiries via phone and email across the lifecycle of finance agreements. You’ll support high-quality service, process documentation, and liaise with internal teams to drive customer satisfaction.

You’ll work in a fast-paced environment, with strict deadlines, data accuracy, and a focus on the customer journey, guided by our customer promise and regulatory awareness.

Qualifications

• Comfortable speaking with customers on the phone.
• Sense of urgency and motivated to respond swiftly.
• Adaptable to moving between teams and processes.
• Continual learning mindset.
• PC Literate with good data handling.
• Excellent written and spoken communication.
• Strong customer service focus.
• Ability to think in a structured way.
• Understanding of Data Protection Act is desirable.

Responsibilities

• Respond to enquiries mainly by phone and email.
• Enter/handle customer data with speed and accuracy.
• Maintain liaison with VWFS and other departments.
• Understand FCA regulations relevant to the role.
• Validate documentation and process end-of-contract options.
• Update systems with account activity accurately.
• Work within authority levels and escalate as needed.
• Adapt to switching across processes as required.
• Provide proactive customer service to ensure right outcomes.
• Deliver excellent service consistently.

Skills

Phone conversations

Urgency & responsiveness

Cross-team collaboration

Continuous learning

PC literacy

Clear communication

Customer service focus

System navigation

Data protection awareness

Attention to detail

Job description

VWFS UK is recruiting for a customer service role handling enquiries via phone and email across the lifecycle of finance agreements. You’ll support high-quality service, process documentation, and liaise with internal teams to drive customer satisfaction.

You’ll work in a fast-paced environment, with strict deadlines, data accuracy, and a focus on the customer journey, guided by our customer promise and regulatory awareness.