Customer Resolutions Specialist 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: Part Time Fixed Term Contract until August 2027. 30 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.

We’re looking for a Customer Resolutions Specialist to act as a Subject Matter Expert within Customer Resolutions, delivering fair customer outcomes while identifying risks, driving process improvements, and supporting consistency across the business and with Brand and Retailer partners.

This specialist and high-impact role will be instrumental in managing complex, high-cost and high-risk complaints, primarily within SQD and Collections & Recoveries. Working closely with Customer Resolutions Team Managers, you will use your expertise to influence positive change, improve processes, and ensure robust customer outcomes through strong stakeholder management, interpersonal skills, and sound decision-making.

What you’ll be doing:

• Managing complex, high-risk and high-profile complaints, including SQD, Collections & Recoveries, vulnerable customer cases, CEO escalations and social media complaints.
• Taking ownership of complaints from start to finish, delivering fair customer outcomes and resolving issues at the earliest opportunity.
• Acting as a Subject Matter Expert, providing expert guidance on complaints processes and driving continuous improvement across Customer Resolutions.
• Supporting Customer Resolutions Managers to identify risks, influence change, and improve consistency across the business and with Brand and Retailer partners.
• Conducting fair, thorough and compliant complaint investigations in line with FCA requirements and VWFS policies.
• Leading on Ombudsman and Financial Ombudsman Service (FOS) cases, managing adjudications and final decisions.
• Building strong relationships with internal stakeholders, Brand partners, Legal and Compliance teams to achieve positive customer outcomes.
• Monitoring complaint trends, root causes and regulatory risks, using insight to recommend and implement improvements.
• Ensuring customer communications are clear, professional and aligned to brand standards.
• Acting as an escalation point for complex complaints across Customer Resolutions and Collections & Recoveries.

What you’ll bring:

Essential experience & skills

• Strong understanding of regulatory requirements and delivering fair customer outcomes.
• Experience investigating customer interactions, processes or complaints to identify issues, risks and improvement opportunities.
• Proven ability to build relationships and influence stakeholders at all levels.
• Excellent communication, negotiation and decision-making skills.
• Strong attention to detail, with the ability to work at pace without compromising quality.
• Resilient and adaptable, with the ability to manage competing priorities and meet deadlines.
• Proficient in Microsoft Office applications.
• Knowledge of VWFS UK systems and processes would be advantageous.

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.