Customer Operations Training Consultant in Milton Keynes

SALARY: Starting from £41,567.20 pa dependent on experience

LOCATION: Milton Keynes

HYBRID WORKING: Our current hybrid working policy requires a minimum of 60% 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: Full Time Fixed Term Contract Until 28/05/2027

CLOSING DATE: 27/01/2026. We reserve the right to close the advert earlier if we receive a high volume of applications.

We’re looking for a Training Consultant to design and deliver engaging learning programmes that build technical and behavioural capability across VWFS Customer Operations and our three Outsource Partners. This high-impact role will be instrumental in shaping the training agenda, balancing hands‑on delivery with conceptual design, and ensuring colleagues are accredited and equipped to deliver excellent customer outcomes. You’ll also contribute to key departmental projects that drive continuous improvement and support change initiatives.

What You’ll Be Doing

• Design, deliver, and maintain engaging, compliant training solutions aligned to VWFS’s strategic and regulatory objectives, ensuring effectiveness across internal teams and Outsource Partners.
• Create and evaluate training based on FCA guidance changes (e.g., Consumer Duty), audit findings, complaints root cause analysis, and compliance reviews.
• Evolve training delivery towards remote and e-learning formats for efficiency, tailoring solutions to Outsource Partner needs while maintaining quality standards.
• Develop and implement training to support new products, services, and operational changes, including strategic and tactical initiatives.
• Provide clear, data‑driven recommendations to senior stakeholders on training solutions to mitigate performance risks, and manage delivery in partnership with operational leaders.
• Report regularly to senior management on training performance, utilisation, and compliance, highlighting risks and opportunities.
• Act as a process expert by maintaining up‑to‑date knowledge through active engagement with operational teams.
• Deliver market intelligence and best‑practice initiatives to strengthen compliance and operational excellence across VWFS and partners.
• Maintain strong understanding of regulatory obligations to ensure training supports good customer outcomes.
• Establish and manage a New Joiner Academy, including onboarding, coaching, and accreditation to build product knowledge, soft skills, and FCA compliance.
• Design and execute accreditation processes to uphold standards across all training topics, including material approval and trainer sign‑off.

What You’ll Bring

• A delivery‑focused mindset, combining creativity with commercial awareness to produce efficient, high‑quality solutions.
• Strong ability to influence and engage stakeholders at all levels, fostering collaboration across internal teams and Outsource Partners.
• You’ll have a passion for learning and development, with a proven ability to design impactful training that drives performance and regulatory compliance within a motor finance or financial services environment.

Essential Experience & Skills

• Strong evaluation skills to assess effectiveness of training actions including financials of training.
• Highly effective ability to coach and motivate others to develop their knowledge and skills across multiple engagement channels (Face to face, webinar, etc.).
• Able to maintain multiple product related technical information and operational processes.
• Creative in developing commercially viable and efficient proposals.
• Customer focused attitude essential.
• Excellent communication and presentation skills, across multiple stakeholder levels and business processes, with ability to construct as well as deliver highly effective and influential messages across multiple media environments.
• Tenacity and self‑motivation with the capability to work under own initiative with limited supervision.
• Engrained behaviour of sharing best practice to support overall team objectives.
• Effective stakeholder management including with Legal, Compliance, Product and IT teams.
• Fully‑PC literate with minimum intermediate MS package skills – expert in Powerpoint desired.
• Experience within a regulated financial service industry preferable.

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 (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, so you can select the benefits that matter to you.
• 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.

Why join VWFS UK?

You’ll have the opportunity to make a difference by helping us to achieve our mission. Our mission is straightforward; 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.

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!

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 and aspire for all our colleagues to be their 100% self. 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.