Customer Communications Manager

SALARY:  From £49,354 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: Fixed term contract, ends August 2027

CLOSING DATE: 05/08/26 We reserve the right to close the advert earlier if we receive a high volume of applications.

We're looking for a Customer Communications Manager to lead the development and delivery of customer communications across the customer lifecycle, ensuring they are clear, compliant, engaging and customer focused.

This influential and compliance-focused role sits at the intersection of customer communications, regulatory requirements and customer experience. Unlike a traditional marketing role, the focus will be on designing and managing regulatory communications. You'll play a key role in shaping how we communicate with customers, improving engagement, driving loyalty and ensuring every interaction delivers good customer outcomes.

What you’ll be doing:

• Ensure all customer communications are clear, accessible and compliant with regulatory requirements, including Consumer Duty and FCA expectations.
• Lead the management and governance of customer-facing content across print formats, digital channels and websites.
• Review, develop and approve regulatory, operational and customer communications to ensure customers receive information that is easy to understand and act upon.
• Partner with Legal, Compliance, Customer Operations and other key stakeholders to deliver consistent and effective customer communications.
• Manage relationships with external agencies and suppliers, ensuring high-quality delivery, regulatory compliance and value for money.

What you’ll bring:

You'll be an experienced customer communications or customer engagement professional who understands the importance of balancing customer experience with regulatory compliance.

You'll have a delivery-focused mindset, excellent stakeholder management skills and a passion for creating customer communications that genuinely make a difference.

Essential experience & skills:

• Strong written communication skills with the ability to translate complex information into clear and customer-friendly messaging.
• Previous experience in CRM, customer communications, customer experience or a related discipline.
• Strong understanding of regulatory communications, Consumer Duty and delivering good customer outcomes.
• Experience developing and managing customer communication journeys across multiple channels.
• Ability to work collaboratively with a range of stakeholders, including Compliance, Legal, Customer Operations and external suppliers.
• Experience managing agency and third-party supplier relationships.
• Understanding of GDPR and customer data governance requirements.
• Experience influencing stakeholders and presenting recommendations at different levels of an organisation.

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.