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 Permanent, 35 hours per week
CLOSING DATE: 27/11/2026 We reserve the right to close the advert earlier If we receive a high volume of applications.
We’re looking for a Collections & Recoveries Specialist Advisor to take end-to-end ownership of complex customer cases, providing tailored support and achieving fair outcomes for customers experiencing financial difficulty or vulnerability.
This specialist, customer-focused role will be instrumental in protecting customers from harm, balancing customer and business needs, and improving how we support vulnerable and deceased customers across Collections & Recoveries.
What you’ll be doing:
• Manage a varied caseload of complex and sensitive customer cases from initial review through to resolution.
• Assess each customer’s circumstances, consider all available options and agree tailored, affordable solutions that deliver fair outcomes.
• Act as a point of escalation for complex Collections & Recoveries queries, including cases involving vulnerable, deceased, terminally ill or suicidal customers. Act as a key point of escalation for sensitive and complex Collections & Recoveries cases, supporting situations involving vulnerability, bereavement, terminal illness, and serious mental health concerns.
• Work closely with internal teams, Compliance and external partners to gather information, resolve issues and protect both the customer and the business.
• Take ownership of key processes, service levels and quality measures, providing feedback and recommending improvements to the customer journey.
• Manage your own workload and priorities in a fast-paced environment, keeping accurate records and escalating concerns where appropriate.
What you’ll bring:
You’ll be a resilient and empathetic customer service professional who is confident in managing complex cases and sensitive conversations. You’ll have a strong focus on taking ownership, finding practical solutions, and delivering fair outcomes for customers while balancing commercial and regulatory requirements.
Essential experience & skills
•Strong customer service experience, ideally gained in a telephone-based, face-to-face or similarly complex customer environment.
• Excellent verbal and written communication skills, including the confidence to manage difficult conversations, handle objections and adapt your approach to different customer needs.
• Experience managing complex cases or workloads independently, using sound judgement to prioritise activity and reach appropriate solutions.
• The ability to work effectively in a fast-paced, target-driven environment while maintaining quality, accuracy and attention to detail.
• High levels of empathy, emotional intelligence and resilience when supporting customers through sensitive or challenging circumstances.
• Confident stakeholder management and influencing skills, with the ability to work collaboratively across teams and with external partners.
• Good PC literacy, including Microsoft Office products.
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.