Retail Support Specialist

Aviva Plc; Burton on the Wolds; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading financial services company is seeking a Retail Support Specialist in Burton on the Wolds. This high-impact role will coordinate actions and collaborate across various teams to resolve escalations and enhance customer satisfaction. Candidates should have excellent communication skills, strong customer service experience, and the ability to manage complex queries effectively. The position offers a discretionary bonus, pension contributions, and a range of additional benefits, emphasizing continuous development and an inclusive work environment.

Benefits

Discretionary 10% on-target bonus

Employer pension contribution of 9%

Private medical insurance

Access to LinkedIn Learning and professional development programmes

Qualifications

• Ability to quickly learn and adapt to new systems.
• Understanding of Data Protection, Consumer Credit Act, and FCA regulations (desirable).
• Passion for improving processes and delivering exceptional service.

Responsibilities

• Act as the key link between Dealers, Brands, and Brokers.
• Investigate complex queries and assess risks.
• Create clear plans to manage changing priorities for key contacts.
• Escalate process issues and support improvements.
• Identify root causes of recurring issues and suggest improvements.

Skills

Excellent written and verbal communication skills

Strong customer service experience

PC literate with solid MS Office skills

High level of time management and organisational skills

Problem-solving and collaboration skills

Education

GCSE (or equivalent) in Maths and English

Tools

Salesforce

MS Excel

Job description

We're looking for a Retail Support Specialist to resolve Dealer, Brand, Broker, and VWFS UK escalations that impact commercial targets and customer satisfaction, while ensuring smooth collaboration across teams. This high‑impact role will be instrumental in driving service excellence and safeguarding SLAs by coordinating actions and task owners, ultimately supporting business growth and enhancing partner relationships.

What you'll be doing

• Act as the key link between Dealers, Brands, Brokers, VWFS UK Sales field teams, and internal departments to ensure smooth workflows and timely query resolution.
• Investigate complex queries thoroughly, assess risks and opportunities, and involve the right stakeholders to achieve effective solutions.
• Create clear plans to manage changing priorities for key contacts, ensuring queries are resolved quickly and efficiently.
• Escalate process issues to the correct teams, compile factual investigations, and support improvements to prevent poor outcomes for customers and partners.
• Identify root causes of recurring issues, suggest improvements, and coordinate change requests to enhance processes.
• Work closely with the wider Sales team to spot performance risks and opportunities, helping us stay on track to meet commercial targets.
• Use Salesforce to manage queries, allocate tasks, track progress, and ensure service levels are met.
• Produce accurate, timely external communications using Pardot and maintain Salesforce processes such as retailer account management.
• Keep field colleagues informed with clear, professional updates on operational performance and key insights.
• Maintain and update retailer support packs, forms, and contact details to ensure easy access to the latest information.
• Support the creation and maintenance of Sales processes and policies, ensuring compliance with FCA regulations and internal standards.
• Leverage technology to drive efficiency and bring forward new ideas for continuous improvement.

What you'll bring

• Excellent written and verbal communication skills, including telephone handling.
• Strong customer service experience with ability to use initiative.
• PC literate with solid MS Office skills, including strong Excel capability.
• Ability to quickly learn and adapt to new systems.
• High level of time management and organisational skills.
• GCSE (or equivalent) in Maths and English.
• Understanding of Data Protection, Consumer Credit Act, and FCA regulations (desirable).
• Confidence as a problem‑solver and natural collaborator, able to work across multiple teams and stakeholders to deliver timely resolutions.
• Passion for improving processes and driving efficiencies, with a focus on delivering exceptional service and maintaining compliance.

Benefits

Bonus: Discretionary 10 % on‑target bonus (based on personal and Group company performance). Pension: Employer pension contribution of 9 % (based on employee contribution of 3 %). VWFS will pay 6 % if employee chooses a 2 % employee contribution. Car schemes: Choice of Employee Car Ownership (ECO) scheme for petrol/diesel and hybrid vehicles plus car insurance, or Company Car scheme for Battery Electric Vehicles (BEVs) plus car insurance cover for you and a partner/eligible family member.

Other benefits: 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.

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.

About You

No candidate will meet every single desired qualification. If your experience looks a little different from what we've identified and you think you can bring value to the role, we'd love to learn more about you!

About Us

We are proud to be an inclusive employer and encourage 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.

Why join VWFS UK?

Our mission is straight forward; we want to be 'The Key to Mobility'. That means we make getting from A‑to‑B as easy and simple for as many people as possible. To truly meet the mobility needs of people in a changing world, our offering goes beyond traditional vehicle financing. We do this by providing a range of finance and aftersales products on Volkswagen Group vehicles, as well as developing innovative mobility products designed to solve real problems and support our customers.

Additional Information

If you need any reasonable adjustments to assist you with the application and/or recruitment processes, please contact our Resourcing Team.

This role does not meet the UKVI's criteria for the skilled worker sponsorship route, therefore we are unable to accept candidates requiring sponsorship for this role.