Resolution & Complaints Specialist (Hybrid)

Vwfs; Milton Keynes; Hybrid; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Discretionary 10% on-target bonus

Pension: 9% employer contribution (3%/

Car schemes

Private medical insurance

Cycle to work

Job summary

VWFS UK is seeking a Customer Resolutions Executive to review and resolve customer objections and complaints with clear, timely responses. You will verify information across internal systems, investigate cases and determine appropriate outcomes, including preparing final response letters and meeting regulatory deadlines.

The role is hybrid, based in Milton Keynes, with 60% office time, 35 hours per week, and a fixed-term contract to 30 September 2027. The closing date is 18 November 2026.

Qualifications

• Previous customer service experience with a strong customer focus.
• Strong attention to detail and an ability to investigate and cross-reference information accurately.
• An understanding of regulation and previous experience within financial services would be useful, but are not essential.
• Ability to learn quickly and work confidently across different systems.

Responsibilities

• Reviewing customer objections and the evidence provided, cross-referencing information across different internal systems.
• Investigating individual cases to understand the wider picture and help determine the appropriate customer outcome.
• Managing scheme-related and general customer complaints and providing clear responses to customers.
• Preparing final response letters following the investigation of customer complaints.
• Managing and prioritising your workload effectively to provide prompt, high-quality responses while meeting regulatory deadlines.

Skills

Customer service

Attention to detail

Regulatory knowledge

Investigations

Tools

CRM systems

Job description

VWFS UK is seeking a Customer Resolutions Executive to review and resolve customer objections and complaints with clear, timely responses. You will verify information across internal systems, investigate cases and determine appropriate outcomes, including preparing final response letters and meeting regulatory deadlines.

The role is hybrid, based in Milton Keynes, with 60% office time, 35 hours per week, and a fixed-term contract to 30 September 2027. The closing date is 18 November 2026.