Mobility Finance Customer Specialist

Volkswagen Group; King's Sutton; Sur place; GBP 21 000 - 25 000; Plein temps

Avantages offerts par ce poste

Discretionary 10% target bonus

Employer pension contribution 9%

Company car scheme BEV + insurance for

Income protection and life assurance

Résumé du poste

VWFS UK is seeking a dedicated Customer Services Advisor to support customers through the lifecycle of their finance agreements. You will handle enquiries by phone and email, update account data, and work closely with other VWFS departments to ensure compliant, efficient service.

The role emphasizes delivering proactive customer support with a solid understanding of FCA regulations and product knowledge. A strong team player who thrives under pressure will fit well.

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.

Responsabilités

• 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.

Connaissances

Phone communication

Customer service mindset

Adaptable to processes

Continuous learning

PC literate

Written and verbal communication

Attention to detail

Data Protection Act knowledge

Consumer Credit Act knowledge

Team player under pressure

Description du poste

VWFS UK is seeking a dedicated Customer Services Advisor to support customers through the lifecycle of their finance agreements. You will handle enquiries by phone and email, update account data, and work closely with other VWFS departments to ensure compliant, efficient service.

The role emphasizes delivering proactive customer support with a solid understanding of FCA regulations and product knowledge. A strong team player who thrives under pressure will fit well.