Total 64 job vacancies by Volkswagen Financial Services UK LTD

Senior New Business Advisor

Full Time Fixed Term Contract, Ends 30/09/2025

Benefits: Salary starting from £24,327, company car, pension scheme, 27 days holiday and so much more.

Closing Date 2nd December 2024

We are looking for a Senior New Business Advisor to join the team on a fixed term contract basis until September 2025. This role offers a wide range of benefits and the opportunity to expand your own knowledge and understanding surrounding VWFS (UK) LTDs customer and product base. This role is full time at 35 hours per week but there will be an element of shift work covering weekends and evenings on a rota basis.

The New Business department is responsible for the processing of over 500,000 contracts which include applications for finance and service plans. As one of the main contact points for our retail partners our New Business Centre (NBC) plays a crucial role in ensuring that VWFS UK are recognised and respected as the best in the automotive financial services sector by our customers and stakeholders. As a Senior New Business Advisor you are expected to be a subject matter expert within the department, available for points of escalation and expertise offering support and guidance to team members.

What you will be responsible for:

• Take full ownership and use initiative to resolve Retailer queries within first contact resolution and deliver a personal service making VWFS feel easy to do business with.
• Use personal judgement to identify when redress and negotiation is needed to resolve a first-line complaint and utilising the "Limits of Authority" matrix where appropriate.
• In accordance with Financial Conduct Authority (FCA) regulation, where a query cannot be resolved at first instance this is required to be correctly noted in the relevant complaints software programme and escalated as appropriate.
• Provide clear and concise process expertise on a defined range of processes and be recognised by others as a point of contact for advice, guidance and process improvement.
• Deputise for Team Leader and support on an ongoing basis where appropriate
• Be pro-active in coaching your team to support performance and personal development areas
• Demonstrate role model behaviours aligned to the VWFS values and 6 Treating Customers Fairly (TCF) outcomes as defined by the FCA.
• Provide support and guidance with the training and induction of new advisors including supporting the delivery of training and initial embedding of skills in new advisors.
• Be proficient in multiple systems in order to achieve right customer outcomes.
• Working to agreed service levels, quality targets and operational metrics as determined by the department relating to all aspects of New Business provision and Customer experience.
• Understand and adhere to all regulatory and both internal and external compliance based requirements. Including but not limited to identification and verification (ID&V) process and financial crime.
• Add value on every interaction and ensure that retailers are armed with the right level of appropriate information to support the creation of a strong and trusted relationship between VWFS and the Customer.
• Actively representing the New Business department as a 'Brand Champion' with each of the brands to provide visibility and awareness of Brand objectives, achievements and plans.

You will have the following skills and experience:

• Strong customer service focus essential and a customer friendly manner at all times
• Able to demonstrate systematic thought processes.
• Able to cope with pressure and meet deadlines, and to work a flexible working pattern incl. evenings and weekends plus some Bank Holidays
• Full PC literacy essential
• Excellent written and spoken communication capabilities
• Previous customer service centre, call centre or finance company experience is desirable
• An understanding of VWFS customer base and product offerings.
• An understanding of the Data Protection Act and Consumer Credit Act is desirable

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 and we are nurturing an environment where everyone can be their 100% self. If there is anything you need to support you being your 100% self during our recruitment process let us know and we will support you as best we can.

Business Operations Executive

Full Time Permanent

Salary and Benefits: starting from £26,447 - £28,000 company car scheme, generous pension scheme and 27 days holiday plus bank holidays

Closing Date: 2nd December 2024

About the role

Reporting into the Business Operations Team Manager, this role has the pivotal purpose of executing the implementation of products and services for all Sales channels including Retail, Fleet and Digital. Our successful Business Operations Executive would be involved in the application and operation of remuneration models for various business strategies. They will assist in the accurate delivery of all New and Used campaign business and the management of any campaigns launched - delivering £762 million Financial Margin in the business and 319,950 volume of Finance cases.

The successful candidate will need to be able to evidence strong numerical skills and attention to detail. The ability to manage various deadlines at once and previous experience in analysing data through a variety of different methods.

Responsibilities may include:

• Effectively launch the campaigns into our Point of Sales and Digital systems to ensure products and services meet commercial objectives and targets balancing volume and margin.
• Price campaigns to support Indirect team opportunities using a pricing model supplied by other parties.
• Establish relationships with multiple areas of the business to support the Campaign Development Team in the execution of Purchase and Lease product propositions including Commit To Purchase, Value Added Products and Ecommerce initiatives.
• Support the Business Operations Team Manager to ensure key operational controls are in place to protect business and commercial interests of the company are executed effectively.
• Ensure FCA regulation and Golden rules of Dealer Remuneration are met by acting compliantly and ensuring VWFS product policies are upheld and are reflective of the product portfolio in Point of Sales system.
• Manage control mechanisms across all campaign type launches to ensure that we meet desired go live targets for our Brands, Dealers and Digital partners.
• Raise payments and produce robust reporting and analysis in support and liaison with Sales and Finance teams ensuring month end reporting is delivered successfully.
• Manage the VWG outlet Termination & Acquisition process in CoL for Retail, Fleet and Digital business including Loyalty Online data configuration to ensure accurate representation for all Retailers, Brokers and Digital Partners.
• Effective execution of cross functional processes for the Brand Management department and maintaining effective relationships with in-house and 3rd party suppliers, multiple line IT support teams ensuring that processes are adhered to.

Skills and Experience

• Ability to adapt to ever changing demands and requirements to meet our customer obligations
• Proven track record in utilising problem-solving skills to see a problem through to a proposal and then resolution
• Strong numerical skills and utilise this to support Commercial thinking
• Experience in demonstrating analytical capabilities using multiple tools such as Excel and Business Objects
• Proven ability to produce accurate work within a fast-paced environment
• Focussed and committed with a keen eye for detail
• Ability to communicate effectively in both written and verbal formats to various levels including Board level if required.
• Ability to challenge the norm and the confidence to suggest improvements in a constructive manner
• Ability to work well within a dynamic, high delivery team that work to a common goal
• Ability to cope under pressure and deliver multiple tasks in deadline driven environment

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 and 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.

Collections & Recoveries Specialist Advisor

Full Time Fixed Term Contract until October 2025 & Full Time Permanent Opportunities available

Milton Keynes (Hybrid)

Salary from £26,000 - £30,000 per annum dependant on experience

Benefits: Company Car Scheme, discretionary bonus, generous pension, 2 loan cars for friends and family, 27 days holiday in addition to statutory bank holidays plus much more!

Closing Date - 2nd December 2024

Are you an experienced Customer Services Professional looking for a new position? Do you have experience in dealing with vulnerable customers or dealing with complex complaint cases? If you are thorough in your approach with an investigative nature whilst being able to empathise with the customer, we want to hear from you.

The application process for this role will involve and online application followed by an Assessment Morning at our offices in Tongwell, Milton Keynes.

As a Collections & Recoveries Specialist Advisor at Volkswagen Financial Services you will benefit from being part of a great team, representing iconic brands and driving your very own VW Group company car!!

We are a customer focused regulated business and comply with the FCA and Consumer Duty standards. Our priority is to ensure that our customers who display characteristics of vulnerability receive fair and appropriate support.

In the role of Collections & Recoveries Specialist Advisor you will a subject matter expert and provide good customer outcomes by managing a large number of complex cases. You will be talking to our most vulnerable customers identify risks and taking ownership to proactively support their needs. Using your expert knowledge, interpersonal and influencing skills you will strive to deliver on good customer outcomes whist meeting the business need. We are looking for new colleagues who are not only able to deliver excellent customer service to our most vulnerable customers but also able to handle complex investigations, root cause analysis and make independent remediation decisions taking into account not only the customers needs but also the businesses.

About the role:

• Caseload management of complex matters. Working with vulnerable customers and managing complex cases to achieve the best outcome for all parties. This may require thinking outside the box to provide Tailored support for individual customer needs
• Handling customer dissatisfaction in an appropriate and professional manner and adhering to our complaints/escalation process. Use personal judgement to identify when redress and negotiation is needed to resolve a first-line complaint.
• Identifying and driving improvements to maximise the identification of and service to vulnerable customers.
• Take ownership to investigate customer circumstances and root cause analysis, considering all options available
• Be an escalation point for complex issues whilst demonstrating empathy, compassion and negotiation skills
• Take ownership for key processes to ensure they are managed within the service levels agreed
• Management of the arrears process and work with third parties Stakeholder management which includes close working relationship with Operational Compliance Managers, Training, Root Cause, Optimisation Leads and Quality Assurance Team, external solicitors, repossession agents and debt collections agencies where appropriate.
• Guide customers through a range of processes using various communication channels (e.g. Telephony, White mail and E-mail). Supporting customers who are facing financial and personal difficulties over the telephone and via written communication to effectively understand their individual circumstances.
• Continually review customer circumstance to make informed decisions
• Escalate highly complex queries that cannot be resolved at first instance

Skills and Experience Required:

• Proven customer services experience ideally within financial services but not necessary, we will consider other customer service experience.
• Competent in using multiple systems including MS Office, CRM and telephony systems
• Excellent written and verbal communication skills
• Ability to work to service levels and quality measures.
• Confident in talking to customers and managing complex cases
• Excellent negotiating and influencing skills
• Ability to work under pressure within a deadline environment
• A clear understanding of the FCA regulations and vulnerable customer guidance
• Demonstrates emotional intelligence, resilience and empathy
• Strong teamwork skills whilst maintaining individual workload

What's in it for you?

The training is fantastic, and development opportunities are plenty for those who perform well in their roles and wish to grow their career with us. For many of our people, the big attraction to working here at VWFS is the opportunity to represent leading automotive brands in a fantastic working environment with a strong and supportive team.

About Volkswagen Financial Services

Our mission is straight forward, 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 and 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.

Full Time Permanent opportunity working 35 hours per week with one day minimum in our office in Milton Keynes however, you need flexibility to do more than this and it's beneficial for you and your learning to be in more frequently than this

What's in it for you? salary from £27,590, company car, healthcare, pension, discretionary bonus, 27 days holiday in addition to a bank holidays + lots more through our benefits portal

Would you like to join us as a Junior Software Engineer? You can join the team and support us on our journey of re-architecting our legacy applications into a modern, cloud hosted finance platform. You will be working within a supportive team who will look to develop you and your skills so, if you have already started in a role like this our team will help you to take your Software Engineering career to the next stage

This is what one of our previous Junior Software Engineer's had to say about their role:

"I enjoy my work as a Junior Software Engineer. The team is super supportive and has a ton of experience which makes learning a breeze. There's always something new to pick up and I enjoy collaborating with different people across the business every day."

This exciting opportunity offers the chance for you to work for a fantastic brand and to help shape our digital future

Closing date will be Friday 29th November

About the role

As a key part of the scrum team, you will help to reshape the company's core products, working on green and brownfield solutions using the latest technologies

You will play an important role in the product lifecycle, contributing to design, from development to delivery through our automated deployment pipelines

About you

You may have already started your Software Engineering career, you're a good communicator, great collaborator with either commercial experience of C# / .net or a strong relevant degree e.g., Computer Science / Software Engineering (minimum 2:1) and a desire to work in our tech stack. You will have strong problem-solving abilities and an unquenchable thirst for knowledge

Tech Stack

• C# .Net Core
• Typescript
• React
• Web API
• Kubernetes / Docker / Rancher / Istio
• AWS / Azure
• GIT
• SQL / NoSQL

Working Principles

• REST
• SOLID
• TDD
• Agile / SCRUM
• CI / CD
• DevOps

About Volkswagen Financial Services

Our mission is straight forward, 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 and 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

Full time permanent opportunity

In this team we have started to work 2-3 days in the office in Milton Keynes which works well and would be expected of you too

Closing Date is the 13th December

What's in it for you?

Salary up to £59,000 Company Car scheme with a car worth up to £48,250 and 2 family members can take advantage of our loan car scheme, discretionary bonus, healthcare, pension and 27 days holiday in addition to statutory bank holidays plus much more!

Fantastic opportunity to join us and support our company wide data initiative as a Data Engineer. You will develop, construct, test and implement data structures - such as data warehouses. The data is intended for data initiatives, including decision led analytics and operational use

You'll be responsible for delivering against the company-wide data strategy, using iterative solutions to demonstrate the future capabilities of data engineering. Utilising a unique set of skills and applying innovative approaches to data preparation, this role is expected to optimise and prepare current data structures to satisfy business outcomes, plus work closely with the data working group to architect VWFS' future data target state. You will lead on data initiatives and ensure optimal data delivery architecture is consistent throughout ongoing projects. You will be key in building and managing the data pipelines that enable efficient and reliable data integration, transformation, and delivery for all data users across the enterprise

Knowledge and experience you have that enables you to add value:

• You bring advanced working SQL knowledge and experience working with relational databases, query authoring (SQL) as well as working familiarity with a variety of databases
• Modelling, building and optimising 'big data' data pipelines, architectures and data sets
• Stakeholder management and strong communication which means you get to the root of a problem and ensure the correct priority and resources are available to resolve the issue
• Strong communication skills and you can present complex data and arguments in a way that is accessible to everyone
• Performing root cause analysis on internal and external data and processes to answer specific business questions and identify opportunities for improvement
• Proven experience in Data Engineering and BI development, building processes supporting data transformation, data structures, metadata, dependency and workload management
• A successful history of manipulating, processing and extracting value from large disconnected datasets
• Working knowledge of message queuing, stream processing, and highly scalable 'big data' data stores
• Supporting and working with cross-functional teams in a dynamic environment
• Strong Enterprise Data Management skills across data engineering
• Ability to resolve issues through strong problem solving skills: root cause analysis; engaging people from multiple business areas and IT teams
• Excellent project management and organisational skills
• You have a tenacious approach, you're focused and determined to get the job done effectively, overcoming any challenges you encounter
• If you also had previous experience in Financial Services, Automotive Finance or retail consumer finance (B2C) and Agile certification this would be a great advantage

Tech Skillset essentials you must have:

• Expertise in ETL/ELT with industry standard tools: Informatica IPS/Cloud and SAP Data Services
• A high level skill in data reporting: SAP Business Objects with ability to support our business or data consumers for their reporting and business needs
• A high level of knowledge and experience in SQL - preferably PL/SQL
• Experience in Tableau and knowhow of Power BI and Qliksense
• Proven experience of building data models, doing end-to-end Data Engineering and reporting working with diverse stakeholder(s).
• You have knowledge and experience of Python - supporting Data Engineering or Data Science and Insights team
• Training or Certification in any of the above Tech Stack or in Enterprise Data Management would be seen as a plus

It would be great if you had these too but not essential:

• Other data tools: Hadoop, Spark, Kafka and so on
• Relational NoSQL databases, including Postgres and Cassandra
• Knowledge and experience of data pipeline and workflow management tools: Azkaban, Luigi, Airflow, etc
• AWS cloud services: EC2, EMR, RDS, Redshift
• Stream-processing systems: Storm, Spark-Streaming, etc.
• Experience with object-oriented/object function scripting languages: Java, C++, Scala, etc
• Strong Machine Learning, AI and Data Mining skills working with structured and unstructured dataset.

This is what you will be doing:

• You'll coach and upskill the Business Information (BI) Development team to enable the use of unique innovative data preparation methods, to increase readiness for future target states
• Design and develop data pipelines that extract data from various sources, transform it into the desired format, and load it into the appropriate data storage systems
• Demonstrate data preparation methods enterprise wide, giving insight into the future capabilities required to move the company forward, as aligned to strategic data goals
• You will mentor junior members of the BI Development team to ensure their skills are kept up to date in line with the latest standard BI development techniques
• Define and support creating and maintaining optimal data pipeline architecture to allow development teams to deliver solutions sooner and safer
• You're responsible for assembling large, complex data sets that meet functional / non-functional business requirements
• Lead the Identification, design, and implementation of internal process improvements to allow better value sooner through increased throughput of new developments
• Act as technical lead in automating manual processes, optimising data delivery and re-designing infrastructure for greater scalability within the data environment
• You'll lead the development of the infrastructure required for optimal extraction, transformation, and loading of data from a wide variety of data sources using Structured Query Language (SQL) and Amazon Web Services (AWS) 'big data' technologies
• Build analytics tools that utilise the data pipeline to provide actionable insights into customer acquisition, operational efficiency and other key business performance metrics
• Work with stakeholders including Product and System teams and Data Scientists in HQ to assist with data-related technical issues and support their data infrastructure needs
• Ensure VWFS UK data is kept separated and secure across national boundaries through multiple data centres and AWS regions
• Create data tools for Data Analysts and Data Scientists that assist them in building innovative and commercially valuable products
• Collaborate with the IT Architecture team to ensure adherence to systems architecture roadmaps
• You'll assist the BI Manager and Data & AI Technical Product Owner with planning workloads and backlog prioritisation
• Ensure knowledge transfer relating to new pipeline architecture and tools to the Business Intelligence and Analytics team, Application Management Services (AMS) Support and other stakeholders where required

What's in it for you?

A salary up to £59,000 subject to experience and working 35 hours per week. You'll also receive an excellent benefits package including tax efficient company car from day one, 2 additional vehicles for family members after 6 months, annual discretionary bonus and salary review, 27 days holiday with the option to purchase more, access to various health & wellbeing services, private medical insurance after 6 months as well as career progression, professional development and access to LinkedIn Learning

About Volkswagen Financial Services

Our mission is straight forward, 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 and 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

Wholesale Operations Specialist

Benefits : Salary starting from £24,327, company car scheme, 27 days holiday plus bank holidays, generous pension scheme and so much more!

Closing date: 27th November 2024

The Wholesale Operations Specialist will join a dynamic team within our Credit Assessment and Retailer Services Department. The main focus of the role is to manage approximately 80 manual processes and multiple automated ones across various systems. Your responsibilities will include completing time-bound critical wholesale funding processes and collaborating with colleagues in 4-eyes processes. You will handle multiple tasks daily, requiring independence and effective teamwork. The ideal candidate should thrive under pressure, having fantastic attention to detail, adapt to varying workloads and tasks, and possess strong problem-solving skills to support Dealers and stakeholders. Previous experience within Automotive Financial Services would be beneficial but not essential.

This is what your responsibilities include:

• Manage the lifecycle of approved credit facilities in line with compliance and Organisational Manual for European Banking OMEB regulations.
• Responsible for the completion of daily assigned tasks which must be completed within agreed Service Level Agreements (SLAs).
• Work collaboratively across the team to ensure that all daily tasks are completed and provide further support on outstanding tasks or help solve more complex queries.
• Support problem resolution, build in-depth product and technical knowledge across multiple systems and applications to understand how data and information is held and analyse the information to help resolve customer queries.
• Ensure transactions from VWG are received in and processed correctly by carrying out checks of all system transactions flows on a regular basis. Investigate any anomalies and take corrective action, escalating any identified systems issues to the Team Leader.

We're looking for:

• Good problem-solving skills to work across multiple products, processes, systems and stakeholder to resolve any queries.
• Thorough working knowledge of Microsoft (particularly Excel) and SAP application software.
• Strong attention to detail with a focus on quality.
• Ability to work independently and work across multiple products, processes, systems and stakeholder in order find solutions to queries that may span multiple processes.
• Strong analytical problem-solving skills with the ability to clearly define and investigate complex business process issues with an ability to identify possible resolutions.
• Organised and able to work flexibly and effectively under pressure in order to meet deadlines.
• Ability to demonstrate systematic thought process with a Methodical and disciplined approach to work.
• Self-motivated strong team player, motivated by new challenges and uses own initiative.

About Volkswagen Financial Services

Our mission is straight forward, 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, and 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.

Full-time permanent opportunity

35 hours per week with at least 1 day minimum in our office in Milton Keynes, with flexibility to do more than this as required

As a Controls Accountant you will be responsible for building, improving and maintaining a robust controls environment to improve the reliability of the financial reporting for our Finance Portfolio. This is a great opportunity for a part or fully qualified accountant to gain experience in a forward-thinking organisation

You will have the opportunity to partner with various business areas and build end to end process knowledge to determine rationale for accounting results and variances and, evaluate the controls required. This includes liaising closely with Project and Product Teams to ensure that accounting solutions can be found to meet the needs of our growing business

Skills and Experience you can bring to the role

• You may be part or, a fully Qualified Accountant (ACCA/CIMA)
• Demonstrable, excellent analytical approach supported by strong statistical skills
• You have excellent written and verbal communication skills
• Detailed understanding of operational system design and financial integrity within a controls environment
• You have experience of managing relationships with multiple stakeholders
• A working knowledge of SAP FI/CMS would be preferred and a great advantage
• Excellent knowledge of Excel to a minimum of intermediate level with use of advanced formulas for mathematical equations, create graphs and tables. Basic macros preferable but not essential
• Detailed knowledge in Excel, Query, SQL, MS Access
• Knowledge of Business Object/ Tableau preferable but not essential
• You love problem solving, you're self-motivated and a strong team player

What you could be doing

• You will complete all relevant balance sheet reconciliations in a timely manner, providing summarised information for management.
• Carry out key month end tasks, including analysis in accordance with the month end timetable. Provide detailed analysis of data for the month end reporting pack and stakeholders in business
• Preparation of slides for the month end reporting packs for senior management and the board.
• Conduct workshops to increase the level of awareness across the organization, review organizational processes that have a financial impact.
• Perform comprehensive document reviews to ensure Internal Controls are followed in accordance with company established guidelines, policies & procedures
• Act as a subject matter expert (SME) on various products and as a product/department specialist for key systems i.e. Contract Management System/SAP FI
• Understand the interaction and impact of subsidiary systems on the main accounting systems to ensure system integrity, particularly in relation to specific balance sheet and profit and loss accounts, highlighting issues and suggesting solutions as necessary
• Assist with operational or accounting projects as required, collaborating with colleagues in IT to ensure clarity of issues/requirements for all change relating to accounting transactions is assessed
• Carry out ad-hoc analysis to deliver key operational/management information to differing audiences to help support decision making
• Understand the impact of operational changes to procedures and core business systems to ensure correct accounting treatment and up to date posting books
• Assure operating risks are mitigated and report deficient or ineffective controls
• Maintain a detailed knowledge of source data, and the structure and use of financial information from core systems which feeds into the financial statements.
• Perform/Support user acceptance testing (UAT) where appropriate to ensure that key controls are included within testing to deliver a robust solution
• Provide ad hoc solutions and development of models, or similar, to deliver outputs that cannot be accommodated in the systems
• Design and build reports and models through various tools eg. Excel, Tableau

What's in it for you?

Salary from £34,037, Company Car scheme, Healthcare after 6 months, 27 days holiday in addition to statutory bank holidays, access to various health & wellbeing support plus much more!

About Volkswagen Financial Services

Our mission is straight forward, 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 and 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

Closing date for applications: Tuesday 12th November

Sales Support Executive

Hybrid Role - Milton Keynes

Salary from £24,327, 27 days holiday plus bank holidays + Company Car + Benefits

Full Time Permanent

Closing Date: 5th November 2024

About our team:

The team cover all aspects of the operational and customer service delivery for all Fleet Corporate customers including quotes, orders, deliveries and any in-life activity, customer queries and end of contracts.

What you'll be working on:

With strong customer service and administration skills, you'll build great relationships and actively contribute to the growth of our customer portfolio.

The role of the Sales Support Executive is to provide support to our Sales Team whilst building relationships directly with customers, offering them first class customer service. The role is vital in the delivery of service excellence to the VWFS Fleet customer leasing portfolio, and contributing to the growth and development of the department. The service you provide to customers will set us apart from every other leasing company.

We have big ambitions…. We want to be the No1 leasing company in Europe and we're looking for a hardworking, customer focused Sales Support Executive to help us achieve this target!

Your day to day:

• Generating quotations and processing of orders, within strict SLA's.
• Handling in life and end of contract queries from customers via email and telephone.
• Providing proactive support to the external Sales Team to aid sales growth.
• Handling a wide range of administrative duties, for up to 30 processes.
• Liaising with other departments for key information and data.
• Provision of bespoke customer reporting and other customer requests.

Desired Skills and Experience:

• High level of customer service - ability to wow our customers.
• Confident, with strong communication skills, telephone and email.
• Excellent attention to detail and ability to work under pressure.
• Skilled at picking up new systems and processes, confident in the use of MS Office.
• Strong team player, comfortable with working to team targets and influencing and supporting our customers.
• Ability to adapt to changing demands and different customer requirements.

What's in it for you?

• Salary Starting from £24,327
• Company Car
• 27 days holiday + Bank Holidays
• 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 tool kit 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 straight forward, 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.

Fleet and Customer Operations Executive

Salary starting from £24,327 - £26,000

Benefits: company car, generous pension, private medical, discounted loan car scheme, life insurance, 27 days holiday plus much more!

Location: Milton Keynes (hybrid 3 days in the office minimum)

Closing date: 30th October 2024

About the Role

At VWFS we are seeking a new Fleet and Customer Operations Executive to join our Fleet Mobility team. You will be the main point of contact for our Rent-a-Car corporate customers & locations and provide on-going support to all key stakeholders throughout the car rental lifecycle.

On a daily based you complete several key operational tasks which relates to our customers, rental portal, fleet management, insurance, and invoicing. You will also play a critical role in ensure processes are set up effectively to ensure our customers have a great experience at every touch point throughout their vehicle rental journey.

Who We're Looking For:

To be successful in this role, you will need to have excellent communication skills and have a can-do approach to build effective working relationships internally and externally.

This isn't just a job; it is a chance to add value, develop your skills and enjoy being part of a fast-paced team.

Your Impactful Contributions:

• Act as key point of contact for all Corporate customers, Rental Locations and key stakeholders providing support through all key processes and resolutions for queries relating to rental portal, fleet queries & movements, insurance, and invoice issues by offering clear and concise advice
• Provide support on a daily basis and be the main point of contact for the Internal Sales Managers, National Rental Sales Managers, Rental Operations Analyst, Assistant Fleet Manager and Technical Fleet Manager by dealing with all their operational queries to create consistency and effective customer, rental and fleet management, on occasions may be required to accompany key stakeholder visits to assist with complex queries to ensure a prompt, cost effective customer focused resolution
• Create, manage, and distribute department KPI league table using business performance figures showing individual stakeholder KPIs i.e. Fleet size, utilisation and price to measure profitability
• Analyse and report Corporate customer and rental locations utilisation and highlight areas of growth and opportunity liaising with the Assistant Fleet Manager to allow vehicle optimisation to be effective
• Monitor existing Corporate clients to keep within their credit limitations, analyse the data and escalate to Internal Sales Managers when necessary
• Generate and analyse a selection of reports to regularly to meet required deadlines to allow MI reporting to take place to drive profitability
• Processing of all logistics movements for customers & rental locations through successful communication with 3rd party suppliers ensuring SLA's are adhered to
• Approve and regularly review repair authorisations using own fleet technical knowledge ensuring costs and downtime are kept to a minimum within budgets
• Management of all vehicle downtime, liaising with 3rd party suppliers, dealers and customers to ensure vehicle downtime is minimal resulting in higher vehicle utilisation and optimisation
• Effective management of both the Customer Relationship Management (CRM) system and the Rental Managers Portal (RMP) to ensure consistency and accuracy of data records
• Proactively identify and plan vehicle selection for new customers and locations with the Assistant Fleet Manager in line with customer and location requirements
• Generate and manage invoices to Locations & customers from the Rental system such as rental charges, excess mileage charges, write offs, fines, insurance excess, vehicle damage to ensure correct generation of income for the Mobility team, manage Motor Insurance Database exceptions by liaising with customers and Insurance Manager to ensure vehicles are insured, meet legislative requirements and therefore reduce risk

Skills and Experience

• Customer service or administrative experience ideally within the automotive industry
• Experience of managing numerous stakeholders
• Experience of managing CRM systems and all customer facing processes such as invoicing, credit approvals, customer resolutions and complaints etc.
• Experience of working to service levels and quality measures
• Strong organisation and planning skills, delivering quality output to deadlines
• Good attention to detail and strong quality focus
• A genuine desire to help and support people and provide excellent customer service
• Proven ability to liaise and communicate effectively with stakeholders
• The ability to manage, influence and adapt during complex conversations
• Excellent interpersonal, influencing, negotiation and communication skills
• A flexible approach to take on varying tasks/activities
• Strong teamwork skills whilst maintaining individual ownership
• Good working understanding of MS PowerPoint, word and excel

Life at VWFS:

We are passionate about putting people at the heart of everything we do. We are informal, collaborative, and diverse. We operate a culture of flexibility, to empower our colleagues to work in a way that works for them. We want everyone to reach their full potential and have a suite of resources to help you develop your career.

About Volkswagen Financial Services

Our mission is straight forward, 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, and 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.

PLEASE BE AWARE WE DO OPERATE A HYBRID WORKING POLICY, THE FULL TRAINING PERIOD IS LIKLEY TO BE EVERYDAY IN OUR OFFICES IN TONGWELL MILTON KEYNES. WHEN ESTABLISHED IN ROLE THIS MAY MOVE TO A MINIMUM OF THREE DAYS A WEEK. OUR OFFICES ARE A FANTASTIC COLLABROATIVE PLACE TO WORK AND WE LOOK FORWARD TO SHOWING YOU AROUND DURING INTERVIEW.

Customer Service Advisor - multiple vacancies

Hybrid Role - Milton Keynes

Salary Starting from £23,200 (FTE) + 27 Days Holiday + Generous Benefits

Closing Date: 29th October 2024

Various part time and full-time roles available with a mixture of permanent and contract-based opportunities. Current part time option is 21 hours per week.

Start date for this role is 9th January 2025, training can take up to 8 weeks which will be office based everyday Monday-Friday 9-5pm. Any part time candidates need to make sure they can complete training on a full-time basis.

About our team:

Think this is just Customer Services? Think again!

Our UK Customer Services function services the needs of over 1m customers a year, providing frontline support for consumers of our Retail Finance and Aftersales products. We're proud to represent many of the leading automotive brands in the world. It's our job to make sure that every interaction is as simple and enjoyable as possible. To bring this to life, our Customer Promise is -

We listen. We're open and honest. We focus on you. We take ownership and act.

So we're looking for people that can support this promise - if this sounds like you, read on!

What you'll be working on:

We provide high-quality Customer Services throughout the lifetime of customers finance agreements. We have a key role to play in supporting and influencing long term customer loyalty, so it's vitally important that the support we give our customers is of the highest standard. You'll be dealing with enquiries and requests of varying complexity, and using a range of different systems and processes to help deliver important aspects of our customer journey.

Your day to day:

• Responding to enquiries, mainly by phone and email.
• Entering / handling customer data, ensuring that processing procedures and response time guidelines are followed, with speed and accuracy.
• Close liaison with all other Customer Service staff.
• Maintaining your level of understanding of the FCA regulations to ensure you are competent to fulfil your role.
• Administration tasks such as validating customer documentation, processing end of contract options and making changes to customer agreement in its life cycle.
• Negotiating payment and charges with customers within agreed authority levels throughout their agreement; particularly at the end of their agreement.
• Accurately updating relevant systems with details of account activity.
• Working within agreed authority levels taking ownership of the issue but referring to higher authority when required.
• Being adaptable to switch across different processes as there will be a requirement for this
• Responding on email/admin queries and using outbound calls as a 'one and done' to get the right customer outcomes
• Taking responsibility for ensuring that excellent customer service is delivered at all times
• Ensure clarity and understanding of a customers' requirement by providing proactive customer service, with excellent industry and product knowledge.
• Monitoring, diarising and completing daily administration tasks.

Desired Skills and Experience:

• Comfortable speaking with customers on the phone
• Sense of urgency and motivated to respond swiftly
• Adaptable approach in moving between different teams and processes
• Continual learning mind set
• PC Literate
• Excellent written and spoken communication capabilities
• Strong customer service focus is essential
• Ability to demonstrate systematic thought processes
• An understanding of the Data Protection Act and Consumer Credit Act is desirable
• Ability to communicate and negotiate effectively both verbally and written.
• Attention to detail with a high degree of accuracy.
• A strong team player with the ability to work under pressure and meet strict deadlines.

What's in it for you?

• Salary Starting from £23,200 (FTE)
• Access to our Company Car discounted loan car scheme - contract dependant
• 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 tool kit 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 straight forward, 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 and 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 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 role.

Purchasing Advisor

Full Time Permanent

Salary starting from £23,200 dependant on experience. 27 days holiday plus bank holidays, onsite wellbeing centre and so much more.

Closing Date: 28th October 2024

VWFS|FLEET is dedicated to the delivery of a comprehensive range of products and services, specialising in the growth and development of our contract hire portfolio to the Corporate and fleet customer. The role of the Purchasing Advisor is to order and deliver new vehicles whilst building customer and supplier relationships. The role is vital in the delivery of service excellence to the VWFS|FLEET customer portfolio and contributing to the growth and development of the department.

Responsibilities:

• Communication with VWFS|FLEET Customers and Vehicle Suppliers to identify vehicle requirements
• Liaising with nominated dealers/obtaining quotations and issuing vehicle purchase orders via Ebbon Dacs
• Efficient handling of inbound and outbound calls, handling queries in a professional manner supporting our right first-time ethos where possible. Qualifying the calls and warm transferring them to the relevant agent or department with supporting information such as completing ID and V.
• Ensuring business critical reports are worked and kept up to date to provide our customers with updates and answering in life order queries when they arise
• Progressing vehicle orders weekly, keeping systems and customers updated
• Liaison between dealer and customer to arrange new vehicle delivery
• Processing payment and invoicing of vehicle orders - being responsible for large sums of money daily. Handling invoice queries effectively and efficiently to ensure our external stakeholders are paid in a prompt manner. Accurately releasing funds - ensuring this match the PO and invoice raised and against the correct supplier BPID
• Ensuring customer expectations are always managed
• Responsible for a wide range of administrative duties and inter departmental activities
• Reporting weekly using our Purchasing systems and internal SLA's
• Performing a variety of tasks as assigned by the Senior/Team Manager such as a variety of administrative tasks - completing using Salesforce and prioritising the workload to ensure tasks are completed within the agreed SLA expectation - both personal and for the team

About you

• A good knowledge of VW Group Brand product and other manufacturers
• GCSE Maths and English at level C or above
• Ability to communicate effectively both in writing and verbally at all levels
• Attention to detail with a high degree of accuracy and ability to work under pressure
• Knowledge and understanding of Fleet leasing solutions
• A team player with the ability to work under pressure to meet strict deadlines
• Confident and customer-focused in communicating both by telephone and face to face.
• High level of Customer service experience and ability to demonstrate use of initiative to aid departmental productivity.

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, and 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

Full-time permanent hybrid role working 35 hours per week with 1 day minimum in the office in Milton Keynes

What's in it for you? salary from £54,410k depending on skills and experience. Company car scheme with a car up to the value of £50,700, discretionary bonus potential, pension, private medical, loan car scheme, life insurance, 27 days holiday plus much more!

Closing date: Friday 25th October

About Us:

Volkswagen Financial Services (UK) Ltd (VWFS UK) is at the forefront of providing innovative automotive financial solutions in the UK. We're committed to maintaining the highest standards of compliance and regulatory excellence. Our Compliance team operates as an independent advisory and assurance function, helping ensure that we meet all necessary regulatory requirements and manage compliance risks effectively

Are you an experienced Compliance Manager? Would you like to join our team? This pivotal role will serve as the primary interface between Compliance and VWFS UK, supporting the business in managing regulatory and compliance risks while fostering a strong compliance culture throughout the organisation

As a Compliance Manager, you will lead efforts to identify, mitigate, and manage regulatory and compliance risks across VWFS UK and its Appointed Representatives. Acting as a key advisor, you will provide expert guidance on regulatory matters, ensure the timely completion of regulatory returns, and drive engagement with senior stakeholders, including the Board of Management, on compliance initiatives

Here are your key Responsibilities:

• Regulatory Compliance Advice:
  Provide specialist regulatory advice across the business, influencing stakeholders, including Senior Management Function (SMF) role holders, to ensure compliance in decision-making processes
• Risk Management:
  Work closely with business areas to identify, manage, and mitigate regulatory risks. Provide guidance on regulations and internal policies, support commercial strategy, and address regulatory queries, financial promotions, breaches, and incidents
• Policy and Procedure Management:
  Develop a framework to ensure compliance policies and procedures align with FCA and VWFS HQ requirements. Implement compliance management frameworks to help the business identify and mitigate risks
• Regulatory Updates:
  Stay on top of changes in the regulatory landscape by reviewing consultation papers, policy statements, and other publications. Conduct gap analysis and oversee the implementation of new regulations
• Reporting & FCA Liaison:
  Manage regulatory reporting requests, ensuring timely submission of reports to the FCA, External Auditors, and VWFS HQ. Maintain positive relationships with the FCA, handling notifications and Principle 11 disclosures
• SMCR & Training:
  Advise Senior Management on compliance with the Senior Managers and Certification Regime (SMCR). Oversee SMCR notifications and ensure the responsibilities map is accurate. Lead the Compliance Education Programme and develop training strategies to foster a strong compliance culture
• Risk Reporting & Committees:
  Provide input to the design and production of risk reporting for the Compliance and Integrity Risk Committee. Represent the Compliance function in forums and committees to proactively manage compliance risks

These are the skills and experience you have to add value to our team:

• You'll have extensive knowledge of FCA rules, guidance, and handbooks, with practical experience in a consumer credit or retail lending environment.
• Experience in identifying, managing, monitoring, and reporting regulatory risks
• You're skilled in researching complex regulatory information and presenting clear, actionable insights
• Ability to work cross-functionally, influence decisions, and drive compliance initiatives across departments
• Able to handle multiple tasks and deadlines, prioritising effectively in a fast-paced environment
• Strong communicator with experience advising Senior Management, providing training, and delivering presentations on compliance matters
• Strong analytical abilities to interpret data, draw conclusions, and recommend solutions
• You're great at building relationships, working effectively with both internal teams and external stakeholders

Why Join Us?

• Play a critical role in safeguarding regulatory compliance at one of the UK's leading financial services providers
• Engage directly with senior leaders and drive meaningful change within the organisation
• Work in a collaborative environment that encourages continuous development and professional growth

Life at VWFS:

We are passionate about putting people at the heart of everything we do. We are informal, collaborative, and diverse. We operate a culture of flexibility, to empower our colleagues to work in a way that works for them. We want everyone to reach their full potential and have a suite of resources to help you develop your career.

About Volkswagen Financial Services

Our mission is straight forward, 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, and 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.

Product Integration Manager
Full Time - 35 hours per week (Hybrid) Fixed Term Contract until September 2025

Milton Keynes
Salary from £46,237 - £50,000 depending on skills and experience

Benefits: Company Car, Bonus, 27 Days Holiday Plus Bank Holidays, Pension Scheme, Healthcare and much more!

Closing Date: 22nd October 2022

The Product Integration Manager is responsible for efficiently implementing new products, services and digital assets within VWFS internal areas, VWGroup Brands, Retailer Networks and 3rd parties.

As a Product Integration Manager within VWFS you would be responsible for the liaison between the department and its internal and external stakeholders to ensure that all products, services and digital assets are seamlessly integrated into existing VWFS systems and processes. The role also provides necessary project management support and ongoing support and maintenance for Product Owners in the delivery of new products, services and digital assets.

About the role

• Responsible for supporting the delivery of VWFS products, services and digital assets and integrating them into the core VWFS systems and processes through the liaison with core functional areas of the business.
• Responsible for diagnosis and triage of any issues when the product, service or digital asset is live in the market.
• Work closely with the Product Owners to support the day-to-day management of activities.
• Working collaboratively with VWG Brands; internal stakeholders and the Retailer Network to create and manage integration roadmaps that prioritises all activities.
• Proactively work with colleagues from across the business in identifying integration impacts and efficiencies across multiple areas of the business and implement solutions to deliver great customer outcomes.
• Being the liaison between key retailer partners, brands and VWFS in relation to all product team activities
• Support the effective and efficient delivery of new products and services by providing technical knowledge and expertise from VWFS' existing product portfolio, processes and systems.
• Develop and proactively manage a close relationship with other Product Integration Managers to identify and manage when product activities overlap, and subsequently manage these dependencies.
• Provide SME input and leading practice knowledge into business wide data sharing best practices, security and methodology in conjunction with other key stakeholders
• Assist in the procurement, management and review of all third-party suppliers including purchasing and budgeting

About you

• Relationship skills - ability to develop and sustain positive and co-operative working relationships with a broad variety of company and partner personnel
• Excellent team player, able to interact cross-functionally at different levels within the organisation
• A proactive approach with the ability to react appropriately and effectively to changing circumstances and demands
• Proven track record of consulting, negotiating and influencing without authority
• Strong stakeholder management skills at all levels of the organisation
• Strong negotiating & influencing skills with the ability to influence decision makers up to senior management level
• Agile approach and ability to keep up with the pace of change, learn fast and adapt to the new conditions quickly and effectively
• Obsessed with the customer and continuously looking to deliver exceptional customer experience and customer value.

What's in it for you?

We are passionate about employee development by offering ongoing support and training to help people meet their career aspirations. Whether that is to become the next leader within our business or to develop your current tool kit of skills, we support many cross-functional opportunities. We want you to achieve your full potential and enjoy a successful career with us.

About Volkswagen Financial Services

Our mission is straight forward, 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, and 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.

Sales Support Specialist

Hybrid Role - Milton Keynes

Salary from £26,447 per annum, 27 days holiday plus bank holidays + Company Car + Benefits

Full Time Perm

Closing Date: 21st October 2024

The purpose of the role is to resolve Dealer, Brand and VWFS UK Sales escalations that are preventing achievement of VWFS UK commercial targets and directly impacting upon Dealer and customer satisfaction as well as being a key driving force in managing SLAs - bringing actions and task owners together.

• Be a key link between Dealer, Reginal Development Consultants and VWFS UK Sales workflow together with our internal departments to provide timely and effective resolution to specific escalations
• Thoroughly investigate complex escalations and assess for any risk and opportunities and inform appropriate stakeholders
• Taking inbound calls supporting the retailer network
• Create clear plans for managing the changing priorities of key dealer and brand contacts in order to support timely and effective resolutions to incoming queries
• Escalate process failings to the correct department and pull together factual investigations in order to support overturning or rectifying any poor customer, dealer or Brand outcomes
• Identify root causes to repetitive process failings, provide suggestions for improvement and be responsible for coordinating change request activity
• Work closely with the wider sales team to identify performance risks and opportunities so that we stay on track to hit our commercial targets
• Use Salesforce to manage activity and query resolution, ensuring the correct allocation of tasks to owners. Drive robust processes for follow up and completion, ensuring the department stay within agreed service levels
• Support Reginal Development Consultants with retailer coaching around VWFS process to ensure efficiency and right customer outcomes.

• Excellent written and spoken communication capabilities including telephony
• Full PC literacy essential
• High level of Customer service experience and ability to demonstrate use of initiative in order to aid departmental productivity
• IT literate with the ability to grasp new systems
• Strong Excel skills
• High level of time management and organisational skills
• GCSE passes at Grade C or above, or equivalent, in Maths and English
• An understanding of the Data Protection Act and Consumer Credit Act and FCA is desirable

• Salary Starting from £26,447
• Company Car
• 27 days holiday + Bank Holidays
• 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 tool kit 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 straight forward, 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 and 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.

Customer Resolutions Team Manager

Salary and Benefits: Starting from £34,037, company car, 27 days holiday plus bank holidays, generous pension scheme and so much more.

Full Time Permanent

Closing Date: 18th October

About our team:

Our Customer Resolutions team are here to make sure that we offer all of our customers the best possible service, even when things go wrong. If a customer has a complaint or problem, we aim to resolve the issue in a timely manner. We do this by listening, being sympathetic and treating everyone in a fair and just way..

What you'll be working on:

You will be responsible for managing the performance of the team of Executives. Through effective coaching and support, you will lead by example with a determined focus on great customer outcomes.

You identifying opportunities for continuous improvement, in an effort to ensure optimal quality and consistency of resolutions.

You will be responsible for monitoring complaint volumes and the continuous progression of individual complaints progress to ensure regulatory timescales are achieved and outcomes are delivered in line in line with the expectations of Financial Conduct Authority (FCA), Financial Ombudsman Service (FOS), and New Consumer Duty (NCD)

Your day to day:

• Leading and motivating a team of Customer Resolutions Executives and maximising their performance through delivering continuous coaching, support and by instilling a strong customer-centric focus.
• Managing multiple relationships with senior internal and external stakeholders, including but not limited to BoM, Brand Managers, BDM's, CSC, internal/external solicitors and FOS
• Monitoring caseloads at team and individual level to ensure Executives are progressing complaints in a timely manner, engaging with FOS and internal/external solicitors where appropriate in order to reach a satisfactory outcome
• Helping your team to ensure they are operating with a fair and balanced judgement to ensure appropriate and proportionate customer outcomes within relevant management limit of authority, by conducting a full and thorough investigation
• Accountable for team specific complaint types, ensuring that appropriate resource is assigned to provide timely resolutions and adherence to regulatory timeframes
• Where required, be competent to manage complex, high risk and/or high profile/media complaint escalations and BoM complaints
• Ensure team are operating with a fair and balanced judgement to ensure appropriate and proportionate customer outcomes within relevant management limit of authority, by conducting a full and thorough investigation
• Support decisions based on evaluated customer circumstance, inconvenience and distress, ensuring outcome is fair and balanced to achieve an appropriate and proportionate resolution
• Negotiate on a regular basis with Volkswagen Brand Customer Service Centre (CSC) and Retailer Network in order to reach an appropriate multi-partite solution ensuring the best outcome for the customer
• Conduct appropriate Quality Assurance activity which could include, but not limited to; call and written correspondence monitoring, process and procedure adherence and customer outcome audits, to ensure team meet or exceed quality standards

Desired Skills and Experience:

• Proven ability to liaise with and manage stakeholder expectations.
• Confident in dealing with, and managing expectations of customers and colleagues.
• Ability to demonstrate systematic thought processes, plan and manage own workload/delivery.
• Understanding of all relevant aspects of legislation/requirements, including but not limited to NCD, DISP, FOS and relevant Vulnerable Customer guidance.
• Experience of working in a complaints environment, either within financial services or another industry type.
• Demonstrable extensive people management experience.
• Experience in Complaint handling.
• Knowledge of contract management systems - i.e. CRM, SAP, CMS, and Avaya.

What's in it for you?

• Salary Starting from £34,037
• Discretionary bonus
• Company Car
• 27 days holiday + Bank Holidays
• Access to 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 tool kit 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

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 and 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