Senior Customer Service Advisor – Part Time Permanent
Hybrid Role – Milton Keynes
Salary Starting from £24,327 (FTE) + 27 Days Holiday, Company Car Scheme and other Generous Benefits
Part Time 27.5 hours per week
Closing Date: 20th January 2025
The Customer Operations Department is dedicated to providing support, guidance, and effective management of all contracts and service agreements between business and personal customers and Volkswagen Financial Services UK Ltd.
Reporting to a Customer Service Team Leader, the Customer Service Senior Advisor will be accountable for providing process and technical expertise for each team member and will be able to work flexibly across multiple disciplines including both admin and telephony tasks. As customer demands change and evolve, so will you. You will be expected to have wide and extensive knowledge of all the financial products offered within VWFS UK LTD to provide specialist support to team members with escalations, in-depth investigations, and complaint resolution where appropriate. You should be capable of moving between teams as needed, taking your expertise with you, and have a strong appetite to support multi-skilling.
You will be accountable for taking ownership of technical processes within your area and balancing your responsibilities between customer-facing interactions, escalations, senior tasks, and acting as a deputy to your Team Leader (when required). Therefore, it’s vital that the successful candidate has suitable experience as a Customer Service Advisor in a contact centre capacity.
Customer satisfaction is paramount and at the heart of everything we do; you will need to act as the voice of the business to our customers, maintaining long-term relationships across all brands and making customer excellence your priority in all that you do.
Responsibilities
Handling the administration of cases via direct telephone contact and correspondence throughout the lifecycle of a contract. Negotiation with customers and third-party suppliers for settlement of agreements and end of contract processes. Deputise for Team Leaders and provide support to Advisors where appropriate. Use personal judgment to identify when redress and negotiation are needed to resolve dissatisfaction by using our ‘Limits of Authority’ matrix. Contract and account analysis and rectification using initiative and negotiation skills. Performing and responding to a high volume of inbound and outbound calls within company guidelines and procedures. Accurately updating the Contract Management System with details of account activity. Assisting on specific business projects and process improvements within the department. Close liaison and interaction with other areas of the business to assist with resolution of cases and customer satisfaction. Resolving complex/sensitive customer issues; demonstrating confidence and empathy when making appropriate business decisions. Understand and adhere to all regulatory requirements; internal and external compliance-based requirements, including verification (ID&V) processes, financial crime, and data protection. Add value at every customer touch point and ensure customers receive appropriate information to make informed decisions while maximizing every business opportunity. Leading by example, ensuring role model behavior is displayed when undertaking customer-facing and escalation responsibilities. Support the team in taking full ownership and using initiative to resolve customer queries within first contact resolution and deliver a personal service allowing for a consistently high quality, low effort customer experience. Support the team to operate in accordance with Financial Conduct Authority (FCA) regulation; where a query cannot be resolved at first instance, ensure this is correctly noted in the relevant complaints software program and escalated as appropriate. Actively participate in a culture that adheres to all Treating Customer Fairly (TCF) outcomes as defined by the FCA. Be proficient in multiple systems in order to achieve appropriate customer outcomes. Ensure the team understands customer needs and handles customer types appropriately, including but not limited to Vulnerable Customers. Provide clear and concise process expertise on a defined range of processes and be recognized by others as a point of contact for advice, guidance, and process improvement. Provide support with the initial embedding of skills in new advisors. Skills and Experience
A sound knowledge of VW Group Brands and VWFS product portfolio. Ability to communicate and negotiate effectively both in writing and verbally at all levels. Attention to detail with a high degree of accuracy. Ability to drive business performance and service level delivery. Ability to train, coach, and develop others. A strong team player with the ability to work under pressure and meet strict deadlines. Provide role model behaviors and bring to life VWFS core values. A resilient approach to dealing with difficult customer inquiries and support colleagues where appropriate. Strong customer service focus essential with a determination to resolve issues. Full PC Literacy essential. Demonstrate understanding of all relevant aspects of legislation/requirements including but not limited to Treating Customers Fairly (TCF) and Financial Conduct Authority (FCA). Experience of a Customer function within a premium brand environment. What’s in it for you?
Salary Starting from £24,327 (FTE) Access to our Company Car Scheme Discretionary bonus 27 days holiday (Pro rata) + Bank Holidays Free parking onsite Access to an exclusive deals and discounts website plus so much more We are passionate about employee development and offer ongoing support and training to help people achieve their career aspirations. Whether that is to become the next leader within our business or to develop your current toolkit of skills, we support many cross-functional opportunities. We want you to achieve at your best and enjoy a successful career with us! 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; 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 the 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 the role.
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Handling the administration of cases via direct telephone contact and correspondence throughout the lifecycle of a contract. Negotiation with customers and third-party suppliers for settlement of agreements and end of contract processes. Deputise for Team Leaders and provide support to Advisors where appropriate. Use personal judgment to identify when redress and negotiation are needed to resolve dissatisfaction by using our ‘Limits of Authority’ matrix. Contract and account analysis and rectification using initiative and negotiation skills. Performing and responding to a high volume of inbound and outbound calls within company guidelines and procedures. Accurately updating the Contract Management System with details of account activity. Assisting on specific business projects and process improvements within the department. Close liaison and interaction with other areas of the business to assist with resolution of cases and customer satisfaction. Resolving complex/sensitive customer issues; demonstrating confidence and empathy when making appropriate business decisions. Understand and adhere to all regulatory requirements; internal and external compliance-based requirements, including verification (ID&V) processes, financial crime, and data protection. Add value at every customer touch point and ensure customers receive appropriate information to make informed decisions while maximizing every business opportunity. Leading by example, ensuring role model behavior is displayed when undertaking customer-facing and escalation responsibilities. Support the team in taking full ownership and using initiative to resolve customer queries within first contact resolution and deliver a personal service allowing for a consistently high quality, low effort customer experience. Support the team to operate in accordance with Financial Conduct Authority (FCA) regulation; where a query cannot be resolved at first instance, ensure this is correctly noted in the relevant complaints software program and escalated as appropriate. Actively participate in a culture that adheres to all Treating Customer Fairly (TCF) outcomes as defined by the FCA. Be proficient in multiple systems in order to achieve appropriate customer outcomes. Ensure the team understands customer needs and handles customer types appropriately, including but not limited to Vulnerable Customers. Provide clear and concise process expertise on a defined range of processes and be recognized by others as a point of contact for advice, guidance, and process improvement. Provide support with the initial embedding of skills in new advisors. Skills and Experience
A sound knowledge of VW Group Brands and VWFS product portfolio. Ability to communicate and negotiate effectively both in writing and verbally at all levels. Attention to detail with a high degree of accuracy. Ability to drive business performance and service level delivery. Ability to train, coach, and develop others. A strong team player with the ability to work under pressure and meet strict deadlines. Provide role model behaviors and bring to life VWFS core values. A resilient approach to dealing with difficult customer inquiries and support colleagues where appropriate. Strong customer service focus essential with a determination to resolve issues. Full PC Literacy essential. Demonstrate understanding of all relevant aspects of legislation/requirements including but not limited to Treating Customers Fairly (TCF) and Financial Conduct Authority (FCA). Experience of a Customer function within a premium brand environment. What’s in it for you?
Salary Starting from £24,327 (FTE) Access to our Company Car Scheme Discretionary bonus 27 days holiday (Pro rata) + Bank Holidays Free parking onsite Access to an exclusive deals and discounts website plus so much more We are passionate about employee development and offer ongoing support and training to help people achieve their career aspirations. Whether that is to become the next leader within our business or to develop your current toolkit of skills, we support many cross-functional opportunities. We want you to achieve at your best and enjoy a successful career with us! 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; 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 the 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 the role.
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