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- Tasks: Help customers navigate financial challenges with empathy and tailored solutions.
- Company: Join Volkswagen Financial Services, a leader in innovative mobility solutions.
- Benefits: Enjoy a competitive salary, company car, 27 days holiday, and exclusive discounts.
- Why this job: Make a real impact by supporting customers while growing your career in a dynamic team.
- Qualifications: Experience in customer service, strong communication skills, and a desire to help others.
- Other info: Hybrid working options available; training is office-based for the first 6-12 weeks.
The predicted salary is between 24327 - 27200 £ per year.
Full Time Permanent and Full Time Fixed Term Contract until January 2026 available.
Location: Milton Keynes (Hybrid)
Salary: from £24,327 (FTE) - 27 days holiday, plus bank holidays, company car scheme and more.
Closing Date: 31st December 2024
Volkswagen Financial Services UK Ltd is dedicated to putting our customers first. Our collections department is committed to achieving the best outcomes for our customers, offering tailored solutions to those facing financial difficulties based on their individual needs.
Start date for this role is 3rd March 2025; training can take up to 8 weeks, which will be office-based every day Monday-Friday 9-5pm.
What we are looking for:
We are seeking two Collections Advisors to join our dynamic team. The ideal candidates will be compassionate, understanding, and customer-focused. If you have previous experience in a contact centre environment, particularly in handling customer complaints or assisting vulnerable customers in any setting, this is the perfect career move for you. We provide comprehensive on-the-job training and offer excellent career opportunities for those that wish to fast track their career!
Your responsibilities will include:
- Working to agreed service levels, quality targets, and operational metrics.
- Utilising your initiative to resolve customer issues, ideally within the first contact.
- Working in accordance with Financial Conduct Authority (FCA) guidelines at all times.
- Using personal judgement to negotiate with third parties including debt management and recoveries firms.
- Updating multiple systems and programmes.
- Assessing each customer’s needs individually, ensuring every interaction results in a positive customer outcome.
Skills and Experience Required:
- Experience in complex customer service, ideally within collections or complaints teams.
- Proven ability to meet service levels and quality measures.
- Strong teamwork skills while maintaining individual ownership.
- Excellent written and verbal communication skills.
- Proficiency with multiple systems including MS Office, CRM, and telephony systems.
- A genuine desire to help and support people.
- Ability to manage, influence, and adapt during complex conversations.
What’s in it for you?
- Salary starting from £24,327.
- Company Car.
- Discretionary bonus.
- 27 days holiday (Pro rata) + Bank Holidays.
- Access to an exclusive deals and discounts website plus so much more.
About Volkswagen Financial Services
Our mission is straightforward: we want to be 'The Key to Mobility'. To make getting from A-to-B as easy and simple for as many people as possible. Our offering goes beyond traditional vehicle financing, 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.
Volkswagen Financial Services is committed to being an inclusive employer, welcoming applications from everyone. Diversity and Inclusion is not just a statement for us; we nurture an environment where everyone can be their 100% self. If there is anything we can do to support you during our recruitment process, please let us know.
As part of our hybrid working arrangements, we are giving our colleagues the opportunity to work a minimum of one day in the Milton Keynes office; however, flexibility is expected, and you can work in the office more if you’d prefer. The hybrid working policy can be applied differently at departmental level as the role requires. New colleagues will work from the office for the entirety of their training period until competent in role, which could be anywhere from 6-12 weeks.
The recruitment process for this role will include:
- Video interview - remote.
- 2nd stage interview during an assessment centre at head office with a telephone-related exercise.
Collections & Recoveries Advisor employer: Volkswagen Financial Services (UK)
Contact Detail:
Volkswagen Financial Services (UK) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Collections & Recoveries Advisor
✨Tip Number 1
Familiarise yourself with the Financial Conduct Authority (FCA) guidelines, as this role requires adherence to these regulations. Understanding these guidelines will not only help you in the interview but also demonstrate your commitment to compliance and customer care.
✨Tip Number 2
Prepare for the video interview by practising common customer service scenarios, especially those involving complex conversations. This will help you articulate your problem-solving skills and show how you can handle sensitive situations effectively.
✨Tip Number 3
Research Volkswagen Financial Services and their approach to customer care. Being knowledgeable about the company’s mission and values will allow you to align your answers with their goals during the interview process.
✨Tip Number 4
Highlight any previous experience you have in a contact centre environment, particularly focusing on your ability to assist vulnerable customers. Sharing specific examples of how you've positively impacted customer experiences will make you stand out as a candidate.
We think you need these skills to ace Collections & Recoveries Advisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, particularly in collections or complaints. Use specific examples that demonstrate your ability to handle complex conversations and support vulnerable customers.
Craft a Compelling Cover Letter: Write a cover letter that showcases your compassion and understanding towards customers facing financial difficulties. Mention your previous experience in contact centres and how it aligns with the role's requirements.
Highlight Relevant Skills: In your application, emphasise your excellent written and verbal communication skills, as well as your proficiency with systems like MS Office and CRM. These are crucial for the Collections & Recoveries Advisor position.
Prepare for Interviews: Research Volkswagen Financial Services and their commitment to customer care. Be ready to discuss how you would approach complex customer interactions and provide tailored solutions during the video interview and assessment centre.
How to prepare for a job interview at Volkswagen Financial Services (UK)
✨Show Your Compassion
As a Collections & Recoveries Advisor, empathy is key. Be prepared to share examples of how you've helped customers in difficult situations. Highlight your understanding and compassion during the interview.
✨Demonstrate Problem-Solving Skills
Expect questions that assess your ability to resolve customer issues efficiently. Prepare to discuss specific instances where you used your initiative to solve problems, ideally within the first contact.
✨Familiarise Yourself with FCA Guidelines
Since the role requires adherence to Financial Conduct Authority guidelines, brush up on these regulations. Being knowledgeable about them will show your commitment to compliance and customer care.
✨Practice Communication Techniques
Excellent communication skills are crucial for this position. Practice articulating your thoughts clearly and concisely, and be ready to demonstrate how you can manage complex conversations effectively.
