At a Glance
- Tasks: Resolve customer complaints and coach team members to deliver exceptional service.
- Company: Join a leading financial services provider with a commitment to customer satisfaction.
- Benefits: Enjoy a competitive salary, bonus potential, and comprehensive benefits including private medical insurance.
- Other info: Hybrid working model with opportunities for professional development and mentoring.
- Why this job: Make a real impact by ensuring fair outcomes for customers while developing your career.
- Qualifications: Experience in complaint handling and strong communication skills 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: Full Time Fixed Term Contract until March 2027. 35 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.
Were looking for a Senior Customer Resolutions Executive to act as a subject matter expert within the Customer Resolutions team, supporting colleagues in developing their expertise while delivering fair and timely complaint resolution for our customers. This specialist role will be instrumental in driving high-quality customer outcomes and ensuring regulatory compliance through expert guidance, coaching and the resolution of customer complaints. You'll work closely with customers, retailers, third parties and our regulator to ensure we meet our commitments and service standards.
What youll be doing:
- Taking ownership of customer complaints, delivering fair and effective resolutions while achieving first contact resolution wherever possible.
- Resolving complex complaints in line with regulatory requirements, internal policies and service standards.
- Coaching and supporting Executives through training, call reviews, letter checking and day-to-day guidance.
- Conducting quality assurance assessments and case reviews, providing feedback to drive quality and performance.
- Acting as a subject matter expert, providing advice on complaint processes and identifying opportunities for improvement.
- Supporting policy and process changes to improve efficiency and customer outcomes.
- Using sound judgement to assess redress and negotiate appropriate complaint resolutions.
- Supporting new starters throughout their induction and development.
- Helping the team achieve service, quality and operational targets.
- Providing support to the Team Manager and deputising when required.
- Acting as a Brand Champion, promoting awareness and best practice across VWFS and VWG brands.
What youll bring:
- Youll be a customer-focused complaint handling professional with strong coaching skills, a sound understanding of regulatory requirements and a passion for delivering fair customer outcomes.
- Essential experience & skills
- Experience handling customer complaints, ideally within financial services or a regulated environment.
- Strong written and verbal communication skills, with the ability to build effective relationships with customers, colleagues and stakeholders.
- Proven ability to manage stakeholder expectations and handle challenging conversations with confidence and professionalism.
- Excellent organisational skills, with the ability to prioritise workloads, meet deadlines and work effectively under pressure.
- Sound judgement and analytical thinking, with the ability to balance fair customer outcomes with business and regulatory requirements.
- Experience working to service level agreements, quality standards and performance targets.
- Effective coaching and mentoring skills, with the ability to support and develop others.
- A strong understanding of relevant regulatory requirements, including FCA, FOS and Treating Customers Fairly (TCF) principles.
- Ability to manage change positively while maintaining customer, regulatory and operational standards.
Whats 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. Youll 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? Youll 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 isnt 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.
Senior Customer Resolutions Executive - Milton Keynes in Wavendon 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 Senior Customer Resolutions Executive - Milton Keynes in Wavendon
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Volkswagen Financial Services. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Volkswagen Financial Services before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Resolutions Executive - Milton Keynes in Wavendon
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Volkswagen Financial Services:Your cover letter is your chance to shine! Tell us why you want to work at Volkswagen Financial Services specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Volkswagen Financial Services!
How to prepare for a job interview at Volkswagen Financial Services
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
