Customer Resolutions Executive
Full Time Permanent Contract
Salary From £24,327, 27 days holiday plus bank holidays, Company Car, onsite parking and wellbeing centre, lifestyle discounts and so much more!
Closing Date: 23rd August 2024
About our team
Our Customer Resolutions team are here to make sure we offer all 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
We are currently recruiting across our Customer Service department for a Customer Resolutions Executive. As a Customer Resolutions Executive you will find a great blend of becoming an expert in both customer service and dispute resolution. Your time will be divided between dealing directly with customers, and, investigating their queries. Your job is to reach a fair outcome, balancing customer needs and business considerations.
Benefits include
Company Car via our ECO Scheme, and access to our Company discounted loan car scheme with which entitles you to up to two cars for direct family members (dependant on contract and eligibility). Annual discretionary bonus, 27 days holiday, generous pension scheme, private healthcare, free on-site parking, local discounts and much more!
About the role
You will play a pivotal role with both our retailers and customers. You will undertake fair, consistent, prompt and thorough investigations of complaints in accordance with VWFS guidance and FCA complaint handling rules while delivering quality outcomes for our customers.
Responsibilities will include:
- 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
- Effectively utilise the complaints management system to ensure accurate reporting to the regulator and to enable valuable Root Cause Analysis to take place
- Provide support across Customer Operations to create areas of expertise in complaint diagnosis and management
- Liaise with relevant departments including Legal & Compliance, to develop understanding of our obligations and requirements to achieve fair customer outcomes
- Ensure that customer communication is of the highest standard and representative of the core values and standards of our Brands
- Foster and maintain relationships with external stakeholders by regularly liaising with relevant parties and making collaborative decisions
- Manage complex and high profile complaints in accordance with Service Level Agreements (to include Vulnerable Customers, CEO escalations and Social Media complaints)
- Complete Quality Assurance checks on Subject Access Requests to ensure regulatory requirements are met and breaches of personal data are avoided. To include providing feedback (both written and verbal) to SARS Processors.
About you
- Full PC literacy essential, including Microsoft Office products
- Proven ability to liaise with and manage stakeholder expectations
- 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 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
How we support you
The training at VWFS is amazing, there are lots of opportunities to learn and grow, and excellent work is well-recognised. For many of our people, the big attraction is the opportunity to work with leading automotive brands in a fantastic environment; we have a call centre like no other, an inspiring workspace complemented by a supportive, friendly team culture.
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.
