Customer Resolutions Specialist Executive

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 Specialist Executives. As a Customer Resolutions Specialist Executive you will be a subject matter expert within the department. Providing excellent customer service, you will manage a complex caseload of high-cost and high-risk complaints using your expertise to provide sound customer outcomes., You will play a pivotal role our retailers, The Financial Ombudsman Service and above all, our customers. You will undertake fair, consistent, prompt and thorough investigations of complaints in accordance with VWFS guidance and FCA complaint handling rules while delivering high quality customer outcomes. Responsibilities will include:

• Investigation and resolution of all complaint types, with an increased focus on handling complex and high profile complaints - diligently including Vulnerable Customers, CEO escalations and Social Media complaints in accordance with Service Level Agreements
• Take full ownership and use initiative to resolve complaints while delivering a personal service
• Support the Customer Resolutions Team as a 'Brand Champion' with each of the VWFS/VWG brands to provide visibility and awareness of Brand objectives, achievements and plans
• Provide clear and concise process expertise on a defined range of complaint and non-complaint processes and be recognised by others as a point of contact for advice, guidance and process improvement
• Use personal judgement to identify when redress and negotiation is needed to resolve a first-line complaint and utilise the "Limits of Authority" matrix where appropriate
• Be aware of FCA focus areas that are relevant to Customer Resolutions and proactively lead department and operations initiatives to mitigate material risks.
• Undertake fair, consistent, prompt and thorough investigations of complaints in accordance with VWFS guidance and FCA complaint handling rules and to resolve as appropriate
• Support our customers by utilising preferred methods of contact and issuing relevant correspondence, ensuring they are continually up to date with complaint progress
• Case management of FOS adjudications and Ombudsman decisions
• Liaise with relevant departments including Legal & Compliance, to develop understanding of our obligations and requirements to achieve fair customer outcomes
• Ensure that customer communication (letters/emails) is completed to the highest standard in line with the appropriate VWFS brands and respective guidance
  
  An experienced Complaint Handler within a regulated environment, preferably automotive finance
• 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 Consumer Duty, FCA, FOS
• A good understanding of the product portfolio and the behaviours of products and brands across the VW Group
• Ability to manage a high workload daily.
  
  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.

Salary From £26,447 - £30,000 dependant on experience 27 days holiday plus bank holidays, Company Car, onsite parking and wellbeing centre, lifestyle discounts and so much more!, 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, annual discretionary bonus, 27 days holiday, generous pension scheme, private healthcare, free on-site parking, local discounts and much more!