Customer Services Advisors - Multiple Vacancies

Hybrid Role – Milton Keynes

Salary Starting from £23,200 (FTE) + 27 Days Holiday + Generous Benefits

Closing Date: 31st December 2024

Roles available:

• Full time contracts – 35 hours per week ending December 2025
• Part time contracts – 27 hours per week ending July 2025
• Part time permanent – 21 hours per week

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. Any part time candidates need to ensure they can complete training on a full-time basis.

About our team:

Our UK Customer Services function services the needs of over 1m customers a year, providing frontline support for consumers of our Retail Finance and Aftersales products. We’re proud to represent many of the leading automotive brands in the world. It’s our job to make sure that every interaction is as simple and enjoyable as possible. To bring this to life, our Customer Promise is:

• We listen.
• We’re open and honest.
• We focus on you.
• We take ownership and act.

What you’ll be working on:

We provide high-quality Customer Services throughout the lifetime of customers' finance agreements. Throughout the finance application process to the end of contract – and everything in between! We have a key role to play in supporting and influencing long-term customer loyalty, so it’s vitally important that the support we give our customers is of the highest standard. You’ll be dealing with enquiries and requests of varying complexity and using a range of different systems and processes to help deliver important aspects of our customer journey.

Your day to day:

• Responding to enquiries, mainly by phone and email.
• Entering and handling customer data, ensuring that processing procedures and response time guidelines are followed with speed and accuracy.
• Close liaison with all other departments within VWFS.
• Maintaining your level of understanding of the FCA regulations to ensure you are competent to fulfil your role.
• Administration tasks such as validating customer documentation, processing end of contract options, and making changes to customer agreements in their life cycle.
• Accurately updating relevant systems with details of account activity.
• Working within agreed authority levels, taking ownership of the issue but referring to higher authority when required.
• Being adaptable to switch across different processes as there will be a requirement for this.
• Responding to email/admin queries and using telephony skills as a ‘one and done’ to achieve the right customer outcomes.
• Taking responsibility for ensuring that excellent customer service is delivered at all times.
• Ensuring clarity and understanding of a customers’ requirement by providing proactive customer service with excellent industry and product knowledge.
• Monitoring, diarising, and completing daily administration tasks.

Desired Skills and Experience:

• Comfortable speaking with customers on the phone.
• Sense of urgency and motivated to respond swiftly.
• Adaptable approach in moving between different teams and processes.
• Continual learning mindset.
• PC literate.
• Excellent written and spoken communication capabilities.
• Strong customer service focus is essential.
• Ability to demonstrate systematic thought processes.
• An understanding of the Data Protection Act and Consumer Credit Act is desirable.
• Ability to communicate and negotiate effectively both verbally and in writing.
• Attention to detail with a high degree of accuracy.
• A strong team player with the ability to work under pressure and meet strict deadlines.

What’s in it for you?

• Salary Starting from £23,200 (FTE).
• Access to our Company Car discounted loan car scheme – contract dependent.
• Discretionary bonus.
• 27 days holiday (Pro rata) + Bank Holidays – some roles will specifically require bank holiday working and shifts between 8am-8pm.
• Free parking onsite.
• Access to an exclusive deals and discounts website plus much more.
• The potential to earn more as you learn with colleagues being rewarded as they master new processes.
• We are passionate about employee development and offer ongoing support and training to help people achieve their career aspirations.

About Volkswagen Financial Services:

Our mission is straightforward, we want to be 'The Key to Mobility'. What does that mean? To 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.

Volkswagen Financial Services is committed to being an inclusive employer and we welcome applications from everyone. Diversity and Inclusion is not just a statement for us and we are nurturing an environment where everyone can be their 100% self. If there is anything we can do to support you being your 100% self during our recruitment process, please let us know and we will support you as best we can.

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. We would also expect new colleagues joining us to work from the office for the entirety of their training period until competent in role.