Customer Resolutions Executive

SALARY:  Starting from £25,500 pa dependent on experience plus fantastic benefits

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 30/09/2027, 35 hours per week

CLOSING DATE: 06/04/2026 We reserve the right to close the advert earlier If we receive a high volume of applications.

We’re looking for several Customer Complaints Advisors to join our dedicated Customer Resolutions team based in Milton Keynes. If a customer has a complaint or problem, you will be at the heart of resolving this in a fair and timely manner - through listening, being sympathetic and treating everyone in a fair and just way. 

We are looking for individuals that are confident in speaking to customers on the phone and through written correspondence. If you are a quick learner with an excellent telephone manner, then we would love to hear from you. 

You will become an expert in customer service and dispute resolution, which is instrumental to supporting both our retailers and our customers. You will undertake fair, consistent, prompt and thorough investigations of complaints in accordance with VWFS guidance and FCA complaint handling rules, whilst delivering high quality outcomes for customers. 

What you’ll be doing:

• Support our customers, ensuring they are continually up to date with the progress of their complaint. You will put them first to ensure expectations are met and managed at every step.  
• Undertake fair, consistent, prompt and thorough investigations of complaints in accordance with VWFS guidance and FCA complaint handling rules     
• Ensure that customer communication is of the highest standard as per your training.  
  
• Objection handling and reviewing Customer evidence in line with established objection handling process. 
  
• Investigate complaints thoroughly with the ability to find resolution and appropriately communicate this resolution to our customers.  

Essential experience & skills:

• Full PC literacy essential, including Microsoft Office products 
• Confident in managing expectations of colleagues and customers 
• Ability to work to service levels and quality measures 
• Ability to cope under pressure and meet strict deadlines 

• Demonstrate an understanding of all relevant aspects of legislation/requirements including but not limited to TCF, FCA, FOS 
• A good understanding of the product portfolio and the behaviours of products and brands across the VW Group 

What’s in it for you?

Bonus: Discretionary 10% on-target bonus (based on personal and Group company performance)

Pension:  Employer pension contribution of 9% (based on employee contribution of 3%). VWFS will pay 6% if employee chooses a 2% employee contribution.

Car schemes*: Choice of Employee Car Ownership (ECO) scheme for petrol/diesel and hybrid vehicles plus car insurance.

OR Company Car scheme for Battery Electric Vehicles (BEVs) plus car insurance cover for you and a partner/eligible family member.

Other benefits: From day 1 we provide income protection, life assurance (4x salary), retail discount vouchers, access to Care Concierge (a service to support carers of adults), along with other salary sacrifice options including a will writing service and cycle to work (subject to scheme restrictions).

Following successful completion of probation, you will have access to private medical insurance for you (with the option to buy additional family cover),  access to our loan car scheme for up to 2 cars for your partner or eligible family members (subject to scheme restrictions) and during our annual benefit window you can purchase critical illness cover and dental cover, so you can select the benefits that matter to you.

We invest in our people and are passionate about driving development. You’ll have access to LinkedIn Learning via our Degreed platform as well as a host of professional development programmes and opportunities to build your technical and soft skills so you can further develop your career. We also offer mentoring schemes and reciprocal partnerships recognising that we can all learn from each other in the flow of work.

Why join VWFS UK?

You’ll have the opportunity to make a difference by helping us to achieve our mission.

Our mission is straight forward; we want to be 'The Key to Mobility'. That means we make getting from A-to-B as easy and simple for as many people as possible. To truly meet the mobility needs of people in a changing world, our offering goes beyond traditional vehicle financing. We do this by providing a range of finance and aftersales products on Volkswagen Group vehicles, as well as developing innovative mobility products designed to solve real problems and support our customers.

No candidate will meet every single desired qualification. If your experience looks a little different from what we've identified and you think you can bring value to the role, we'd love to learn more about you!

VWFS is proud to be an inclusive employer and encourages applications from a diverse range of candidates. Diversity, Equity & Inclusion isn’t just a statement for us, we encourage and aspire for all our colleagues to be their 100% self. If you need any reasonable adjustments to assist you with the application and/or recruitment processes, please contact our Resourcing Team.

This role does not meet the UKVI’s criteria for the skilled worker sponsorship route, therefore we are unable to accept candidates requiring sponsorship for this role.