Customer Service Advisor - Full Time Fixed Term until January 2025
Salary Starting from £23,200 + 27 Days Holiday + Generous Benefits
Closing Date: 14th May 2024
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
- 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.
