Customer Resolutions Executive

SALARY:  Starting from £26,186 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 October 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.

This high impact role will be instrumental in delivering excellent customer outcomes and protecting customer relationships through thorough complaint investigations, effective stakeholder collaboration and the consistent delivery of fair, customer-centric resolutions.

What you’ll be doing:

• Investigating and resolving customer complaints in a fair, timely and compliant manner.
• Managing your own caseload, keeping customers informed and supported throughout the complaint journey.
• Handling complex cases, including vulnerable customer complaints, CEO escalations and social media referrals.
• Working closely with teams across the business, including Legal and Compliance, to deliver fair customer outcomes.
• Maintaining accurate complaint records and supporting regulatory reporting and root cause analysis.
• Producing clear, professional customer communications in line with VWFS brand standards.
• Building effective relationships with internal and external stakeholders to support complaint resolution.
• Monitoring customer commitments and ensuring agreed actions are delivered within service level agreements.
• Sharing knowledge and expertise to support colleagues and enhance the customer experience.

What you’ll bring:

You’ll be a customer-focused problem solver with strong investigative skills and the ability to deliver fair, balanced and compliant complaint resolutions.

You’ll have a passion for delivering excellent customer outcomes, with a focus on quality, continuous improvement and building positive stakeholder relationships.

Essential experience & skills

• Experience investigating and resolving customer complaints.
• Strong understanding of FCA, FOS and Treating Customers Fairly (TCF) principles and their application within complaint handling.
• Excellent written and verbal communication skills, with the ability to engage confidently with customers, colleagues and stakeholders at all levels.
• Proven ability to manage stakeholder expectations and build effective working relationships across multiple teams.
• Strong analytical and problem-solving skills, with the ability to conduct thorough investigations and make balanced, evidence-based decisions.
• Ability to manage a varied caseload, prioritise effectively and consistently meet deadlines, service levels and quality standards.
• Resilient and adaptable, with the ability to perform well under pressure and handle complex or sensitive customer situations.
• Strong customer focus, with the ability to balance fair customer outcomes with regulatory and commercial considerations.
• Excellent organisational skills and the ability to work independently while contributing positively to a team environment.

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.