At a Glance
- Tasks: Manage complex customer complaints and drive process improvements.
- Company: Join a leading mobility solutions provider with a focus on customer satisfaction.
- Benefits: Competitive salary, bonus potential, pension contributions, and extensive benefits package.
- Other info: Flexible hybrid working and opportunities for professional development await you.
- Why this job: Make a real impact by resolving customer issues and enhancing their experience.
- Qualifications: Strong communication skills and experience in complaint resolution are essential.
The predicted salary is between 27422 - 27422 £ per year.
About The Role
SALARY: Starting from 27,422.40 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: Part Time Fixed Term Contract until August 2027. 30 hours per week
CLOSING DATE: 05/07/2026
We reserve the right to close the advert earlier if we receive a high volume of applications. Please note - we are currently recruiting for several opportunities within our Customer Resolutions Team. We encourage you to review each advertised role carefully and ensure you only submit one application for the vacancy that is best aligned to your skills and experience.
We're looking for a Customer Resolutions Specialist to act as a Subject Matter Expert within Customer Resolutions, delivering fair customer outcomes while identifying risks, driving process improvements, and supporting consistency across the business and with Brand and Retailer partners. This specialist and high-impact role will be instrumental in managing complex, high-cost and high-risk complaints, primarily within SQD and Collections & Recoveries. Working closely with Customer Resolutions Team Managers, you will use your expertise to influence positive change, improve processes, and ensure robust customer outcomes through strong stakeholder management, interpersonal skills, and sound decision-making.
What you'll be doing:
- Managing complex, high-risk and high-profile complaints, including SQD, Collections & Recoveries, vulnerable customer cases, CEO escalations and social media complaints.
- Taking ownership of complaints from start to finish, delivering fair customer outcomes and resolving issues at the earliest opportunity.
- Acting as a Subject Matter Expert, providing expert guidance on complaints processes and driving continuous improvement across Customer Resolutions.
- Supporting Customer Resolutions Managers to identify risks, influence change, and improve consistency across the business and with Brand and Retailer partners.
- Conducting fair, thorough and compliant complaint investigations in line with FCA requirements and VWFS policies.
- Leading on Ombudsman and Financial Ombudsman Service (FOS) cases, managing adjudications and final decisions.
- Building strong relationships with internal stakeholders, Brand partners, Legal and Compliance teams to achieve positive customer outcomes.
- Monitoring complaint trends, root causes and regulatory risks, using insight to recommend and implement improvements.
- Ensuring customer communications are clear, professional and aligned to brand standards.
- Acting as an escalation point for complex complaints across Customer Resolutions and Collections & Recoveries.
What you'll bring:
- Strong delivery mindset, with a passion for resolving complex complaints, improving processes, and using insight to enhance the customer experience.
- Strong understanding of regulatory requirements and delivering fair customer outcomes.
- Experience investigating customer interactions, processes or complaints to identify issues, risks and improvement opportunities.
- Proven ability to build relationships and influence stakeholders at all levels.
- Excellent communication, negotiation and decision-making skills.
- Strong attention to detail, with the ability to work at pace without compromising quality.
- Resilient and adaptable, with the ability to manage competing priorities and meet deadlines.
- Proficient in Microsoft Office applications.
- Knowledge of VWFS UK systems and processes would be advantageous.
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.
About You
About Us
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 UKVIs criteria for the skilled worker sponsorship route, therefore we are unable to accept candidates requiring sponsorship for this role.
Customer Resolutions Specialist Executive - Milton Keynes in Roxton employer: Volkswagen Financial Services
As a Treasury Accountant in Milton Keynes, you'll join a dynamic team that values accuracy and continuous improvement, offering a competitive salary and a hybrid working model that promotes work-life balance. The company fosters a collaborative culture with ample opportunities for professional growth, ensuring you can develop your skills while contributing to sound financial decision-making in a supportive environment. With a focus on employee well-being and development, this role provides a meaningful opportunity to make a significant impact within the organisation.
Contact Details:
Volkswagen Financial Services Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Resolutions Specialist Executive - Milton Keynes in Roxton
✨Connect with the Community
Get involved in customer support communities online! Platforms like Reddit and specific Facebook groups can be goldmines for sharing opportunities and tips. You can find out about part-time roles that might not even be advertised yet — it's all about who you know!
✨Attend Local Job Fairs
Job fairs are perfect for snagging part-time gigs! Keep an eye out for local hiring events and career expos in your area. It’s a brilliant chance to meet representatives from companies like Volkswagen Financial Services and show off your personality in person.
✨Boost Your Visibility
Showcase your skills in online customer support forums or by offering help on platforms like Zendesk Community. A strong online presence can catch the eyes of recruiters and hiring managers looking for genuinely passionate candidates.
✨Apply Directly Through Us!
Don’t forget, applying through our website is one of the best ways to catch our attention. Tailor your application for the part-time customer support role at Volkswagen Financial Services and let us see your personality shine through!
We think you need these skills to ace Customer Resolutions Specialist Executive - Milton Keynes in Roxton
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, communication is key! Make sure your CV and cover letter highlight your ability to clearly convey information and resolve issues. Use examples that illustrate how you've helped customers or colleagues in the past.
Demonstrate Your Problem-Solving Abilities:Employers want to see how you tackle challenges. Include specific instances where you resolved a tough issue for a customer or improved a process. Real life scenarios are a great way to showcase your critical thinking and adaptability.
Tailor Your Application to Part-Time Work:Since this is a part-time role, be upfront about your availability in your cover letter. Highlight how you can balance work with your other commitments. It shows you're organised and committed to making the role work for both you and Volkswagen Financial Services.
Get Familiar with Our Brand:Before applying, take some time to learn about Volkswagen Financial Services and our approach to customer support. Mention in your cover letter why you're excited about supporting our customers specifically. It’ll show your enthusiasm and that you've done your homework!
How to prepare for a job interview at Volkswagen Financial Services
✨Show Off Your Communication Skills
In customer support, being able to communicate clearly and effectively is key. During the interview, make sure to demonstrate your listening skills and your ability to explain solutions simply. Use examples from past experiences where you resolved customer issues successfully.
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like ticketing systems (think Zendesk or Freshdesk) and chat software. If you’ve used any of these in previous roles or during your studies, be ready to chat about your experiences. Showing you can hit the ground running with these tools will impress Volkswagen Financial Services.
✨Highlight Your Flexibility
Since this is a part-time role, emphasise your ability to adapt to different shifts and your willingness to handle varying customer volumes. Share any experiences where you thrived in a fast-paced environment or juggled multiple tasks, which can highlight your time management skills.
✨Prepare for Scenario-Based Questions
Interviewers often love scenario-based questions in customer support roles. Be ready to tackle common customer situations, like how you'd handle an unhappy customer. Practising responses to these scenarios will showcase your problem-solving ability and customer service mindset, which Volkswagen Financial Services will surely appreciate.
