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For Companies At a Glance
- Tasks: Resolve customer complaints with care and professionalism while ensuring compliance with regulations.
- Company: Join Volkswagen Financial Services, a leader in automotive finance with a commitment to customer service.
- Benefits: Enjoy a competitive salary, bonus potential, pension contributions, and comprehensive health benefits.
- Why this job: Make a real difference by helping customers navigate challenges and improve their experience.
- Qualifications: Experience in complaint handling and a passion for delivering excellent customer service.
- Other info: Hybrid working model with opportunities for professional development and a diverse workplace.
The predicted salary is between 26368 - 29500 ÂŁ per year.
Customer Resolutions Specialist Executive
Join to apply for the Customer Resolutions Specialist Executive role at Volkswagen Financial Services (UK)
SALARY: From ÂŁ26,368.80 pa dependent on experience
LOCATION: Milton Keynes
HYBRID WORKING: Our current hybrid working policy requires a minimum of 20% of working time to be based in the Milton Keynes office; however flexibility is expected to meet the needs of the business and the role.
HOURS / CONTRACT TYPE: Fixed Term Contract until November 2026
CLOSING DATE: 21/10/2025
We reserve the right to close the advert earlier if we receive a high volume of applications.
Overview
We’re looking for a Customer Resolutions 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
- 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
- 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, 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
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.
Essential Experience & Skills
- 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 legislation/requirements including but not limited to 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
What’s in it for you?
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 (4x salary), retail discount vouchers, access to Care Concierge (support for carers of adults), and other salary sacrifice options including will writing 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 also offer LinkedIn Learning via our Degreed platform and a range of professional development programmes, mentoring schemes and reciprocal partnerships.
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 all colleagues to be their 100% selves. 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.
EEO and Contact
VWFS is an equal opportunity employer. If you require reasonable adjustments, contact our Resourcing Team.
This description intentionally focuses on the responsibilities and qualifications for the role and does not include extraneous job listings or unrelated content.
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Customer Resolutions Specialist Executive employer: Volkswagen Financial Services (UK)
Contact Detail:
Volkswagen Financial Services (UK) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Resolutions Specialist Executive
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Volkswagen Financial Services. A friendly chat can give us insider info on the company culture and maybe even a referral.
✨Tip Number 2
Prepare for the interview by practising common questions related to complaint handling and customer service. We want to show that we can handle high-pressure situations with ease and professionalism.
✨Tip Number 3
Showcase our problem-solving skills! During interviews, share specific examples of how we've resolved complex complaints in the past. This will highlight our experience and ability to deliver excellent customer service.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure our application gets noticed and shows that we’re genuinely interested in joining the VWFS team.
We think you need these skills to ace Customer Resolutions Specialist Executive
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Resolutions Specialist Executive role. Highlight your experience in complaint handling and customer service, showing how you align with our values at Volkswagen Financial Services.
Showcase Your Skills: Don’t just list your skills; demonstrate them! Use specific examples from your past experiences that showcase your ability to manage complex complaints and deliver excellent customer service. We want to see how you’ve made a difference!
Be Clear and Concise: When writing your application, keep it clear and to the point. Use straightforward language and avoid jargon. Remember, we appreciate professionalism, so make sure your written communication reflects that!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role and our company culture there!
How to prepare for a job interview at Volkswagen Financial Services (UK)
✨Know Your Complaints Inside Out
Make sure you understand the common types of complaints in the automotive finance sector. Brush up on FCA complaint handling rules and VWFS guidance, as this knowledge will help you demonstrate your expertise during the interview.
✨Showcase Your Customer Service Skills
Prepare examples that highlight your ability to deliver excellent customer service, especially in challenging situations. Think about times when you've turned a negative experience into a positive outcome, as this will resonate well with the role's focus on customer resolutions.
✨Practice Clear and Empathetic Communication
Since the role requires clear communication with customers, practice articulating your thoughts in a calm and empathetic manner. You might even want to role-play potential scenarios with a friend to get comfortable with how to handle difficult conversations.
✨Demonstrate Your Problem-Solving Skills
Be ready to discuss your approach to managing complex cases. Prepare to share specific strategies you've used in the past to resolve high-profile complaints, as this will show your capability to handle the responsibilities of the Customer Resolutions Specialist Executive role.
