Motor Finance Commissions - Specialist Executive

Volkswagen Group; Milton Keynes; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading automotive company located in Milton Keynes is seeking a Motor Finance Commissions Specialist Executive to manage high-cost complaints and ensure compliance with FCA guidelines. In this role, you will provide exceptional customer service by investigating complex complaints and effectively collaborating with stakeholders. Benefits include a generous pension contribution, car options, private medical insurance, and opportunities for professional development. Join an inclusive team committed to excellence.

Benefits

Pension contribution of 9%

Employee Car Ownership scheme

Private medical insurance

Professional development opportunities

Inclusive and diverse work environment

Qualifications

• Experienced Complaint Handler within a regulated environment, preferably automotive finance.
• Strong Excel skills and ability to analyse data.
• Ability to manage a high workload daily.

Responsibilities

• Investigate and resolve all complaint types, focusing on complex complaints.
• Deliver personal service and ensure compliance with FCA rules.
• Communicate clearly and empathetically with customers.

Skills

Customer service

Complaint handling

Stakeholder management

Pressure management

Data analysis (Excel)

Job description

We're looking for a Motor Finance Commissions Specialist Executive to join our team and help us deliver fair, timely and expert complaint resolutions that put our customers first. This high impact role is central to ensuring our customers receive the best possible service - even when things do not go to plan. You will be responsible for managing a complex caseload of high-cost and high-risk complaints, using your specialist knowledge to investigate thoroughly and deliver sound, customer-focused outcomes. You will ensure compliance with FCA complaint handling rules and VWFS guidance, handling every resolution with care, consistency and professionalism.

What You’ll Be Doing

• Investigate and resolve all complaint types with a focus on handling complex and high‑profile complaints from Claims Management Companies (CMC's).
• Deliver a personal service, using initiative and sound judgment to reach outcomes.
• Act as a Brand Champion across VWFS/VWG brands, promoting visibility and alignment with brand goals.
• Provide expert guidance on complaint and non‑complaint processes, supporting continuous improvement and developing streamlined processes for handling high volume complaints from CMC's.
• Apply redress and negotiation strategies using the "Limits of Authority" framework.
• Lead initiatives that address FCA focus areas and mitigate operational risks.
• Manage FOS adjudications and Ombudsman decisions with professionalism.
• Communicate clearly and empathetically with customers and CMC's, keeping them informed throughout.
• Collaborate with Legal & Compliance to ensure obligations are met and outcomes are fair.
• Ensure all written communications meet brand standards and reflect our commitment to excellence.
• Closely monitor trends and volumes from CMC's and implement efficiencies on handling these.
• Develop and maintain a CMC database.

What You’ll Bring

What You’ll Bring You’ll have a passion for delivering excellent customer service, a focus on ensuring high quality outcomes and a mindset geared towards continuous improvement.

• Experienced Complaint Handler within a regulated environment, preferably automotive finance.
• Proven ability to liaise with and manage stakeholder expectations.
• Confident in managing expectations of colleagues and customers.
• Ability to work to service levels and quality measures.
• Ability to cope under pressure and meet strict deadlines.
• Demonstrate an understanding of all relevant aspects' legislation/requirements including but not limited Consumer Duty, FCA, FOS.
• A good understanding of the product portfolio and the behaviours of products and brands across the VW Group.
• Ability to manage a high workload daily.
• An understanding of Motor Finance Commission and what it means for our business.
• Strong Excel skills and ability to analyse data.

Benefits

• Employers pension contribution of 9% (based on employee contribution of 3%). VWFS will pay 6% if employee chooses a 2% employee contribution.
• Choice of Employee Car Ownership (ECO) scheme for petrol/diesel and hybrid vehicles plus car insurance.
• Company Car scheme for Battery Electric Vehicles (BEVs) plus car insurance cover for you and a partner/eligible family member.
• From day 1 we provide income protection, life assurance (4× salary), retail discount vouchers, access to Care Concierge (a service to support carers of adults), along with other salary sacrifice options including a will writing service and cycle to work (subject to scheme restrictions).
• Following successful completion of probation, you will have access to private medical insurance for you (with the option to buy additional family cover), access to our loan car scheme for up to 2 cars for your partner or eligible family members (subject to scheme restrictions) and during our annual benefit window you can purchase critical illness cover and dental cover, so you can select the benefits that matter to you.
• We invest in our people and are passionate about driving development. You'll have access to LinkedIn Learning via our Degreed platform as well as a host of professional development programmes and opportunities to build your technical and soft skills so you can further develop your career. We also offer mentoring schemes and reciprocal partnerships recognising that we can all learn from each other in the flow of work.
• VWFS is proud to be an inclusive employer and encourages applications from a diverse range of candidates. Diversity, Equity & Inclusion isn't just a statement for us, we encourage and aspire for all our colleagues to be their 100% self.

VWFS is proud to be an inclusive employer and encourages applications from a diverse range of candidates.