Senior Collections Advisor

Overview

SALARY: Starting from 27,422 pa dependent on experience

LOCATION: Brunswick Court, 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, 35 hours p/w

CLOSING DATE: 10/05/2026. We reserve the right to close the advert earlier if we receive a high volume of applications.

We’re looking for a Senior Collections and Recoveries Advisor to act as a Subject Matter Expert within the department. Supporting colleagues in becoming experts within their role, whilst spending around 50% of time directly supporting customers themselves. This specialist role will be instrumental in assessing our customer’s individual circumstances in order to resolve overall VWFS arrears levels while ensuring our regulatory and customer commitments are achieved.

What You’ll Be Doing

• Take full ownership and use initiative to resolve customer arrears within first contact resolution and deliver a personal service “making VWFS easy to do business with”.
• Provide technical coaching and training for Collections Advisors to enable them to effectively manage and resolve customer arrears.
• Act as Collections role model demonstrating core skills around negotiation, difficult conversations, vulnerable customer management and active listening.
• Coach and develop C&R Advisors on escalated calls, emails and letter checking to increase competence.
• Provide clear and concise process expertise on a defined range of arrears and vulnerable customer processes and be recognised by others as a point of contact for advice, guidance and process improvement.
• Provide first line support and guidance for Advisors and deputise for Team Manager where appropriate.
• Support, coach and guide new C&R Advisors during the training and induction phase to embed knowledge and skill set for the role.
• Work to agreed service levels, quality targets and operational metrics as determined by the department relating to all aspects of Collections and Recoveries and Customer experience.
• Supporting recruitment up to Band 2 to ensure key departmental KPI’s are achieved.
• Demonstrate subject matter expert knowledge and behaviour when identifying and managing vulnerable customers and complaints.
• Complete administrative tasks as per team requirements.

What You’ll Bring

We are looking for a candidate that already has a sound understanding of Collections and Recoveries.

Essential Experience & Skills

• Demonstrable understanding of all relevant aspects legislation/requirements including but not limited to TCF, FCA, FOS.
• Experience of working in a complaints environment, either within financial services or another industry type.
• Proven experience in credit collections.
• Previous customer service centre, call centre or finance company experience is desirable.
• An understanding of the Data Protection Act and Consumer Credit Act is desirable.
• Good knowledge of a wide range of processes and business systems i.e. SAP, CMS, CRM is desirable.
• Strong communication skills at all levels including Senior Management and external stakeholders.

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 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.

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.