Senior Customer Resolutions Executive

SALARY:  Starting from £27,422.40 pa dependent on experience

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 March 2027. 35 hours per week

CLOSING DATE:05/07/2026 We reserve the right to close the advert earlier If we receive a high volume of applications.

What you’ll be doing:

• Taking ownership of customer complaints, delivering fair and effective resolutions while achieving first contact resolution wherever possible.
• Resolving complex complaints in line with regulatory requirements, internal policies and service standards.
• Coaching and supporting Executives through training, call reviews, letter checking and day-to-day guidance.
• Conducting quality assurance assessments and case reviews, providing feedback to drive quality and performance.
• Acting as a subject matter expert, providing advice on complaint processes and identifying opportunities for improvement.
• Supporting policy and process changes to improve efficiency and customer outcomes.
• Using sound judgement to assess redress and negotiate appropriate complaint resolutions.
• Supporting new starters throughout their induction and development.
• Helping the team achieve service, quality and operational targets.
• Providing support to the Team Manager and deputising when required.
• Acting as a Brand Champion, promoting awareness and best practice across VWFS and VWG brands.

What you’ll bring:

You’ll be a customer-focused complaint handling professional with strong coaching skills, a sound understanding of regulatory requirements and a passion for delivering fair customer outcomes.

Essential experience & skills

• Experience handling customer complaints, ideally within financial services or a regulated environment.
• Strong written and verbal communication skills, with the ability to build effective relationships with customers, colleagues and stakeholders.
• Proven ability to manage stakeholder expectations and handle challenging conversations with confidence and professionalism.
• Excellent organisational skills, with the ability to prioritise workloads, meet deadlines and work effectively under pressure.
• Sound judgement and analytical thinking, with the ability to balance fair customer outcomes with business and regulatory requirements.
• Experience working to service level agreements, quality standards and performance targets.
• Effective coaching and mentoring skills, with the ability to support and develop others.
• A strong understanding of relevant regulatory requirements, including FCA, FOS and Treating Customers Fairly (TCF) principles.
  
• Ability to manage change positively while maintaining customer, regulatory and operational standards.

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.