Senior New Business Advisor
Full Time Permanent
Benefits: Salary starting from £24,028, company car, pension scheme, 27 days holiday plus bank holidays and so much more.
Closing Date 31st July 2025
We are looking for a Senior New Business Advisor to join the team on a permanent full-time basis. This role offers a wide range of benefits and the opportunity to expand your own knowledge and understanding surrounding VWFS (UK) LTDs customer and product base. This role is full time at 35 hours per week but there will be an element of shift work covering weekends and evenings on a rota basis.
The New Business department is responsible for the processing of over 500,000 contracts which include applications for finance and service plans. As one of the main contact points for our retail partners our New Business Centre (NBC) plays a crucial role in ensuring that VWFS UK are recognised and respected as the best in the automotive financial services sector by our customers and stakeholders. As a Senior New Business Advisor you are expected to be a subject matter expert within the department, available for points of escalation and expertise offering support and guidance to team members.
Key Responsibilities
* Take ownership of retailer queries, aiming for first-contact resolution and delivering a personal, seamless service.
* Use sound judgment to resolve first-line complaints, applying the “Limits of Authority” matrix where appropriate.
* Accurately log and escalate unresolved queries in line with FCA regulations.
* Act as a subject matter expert, providing guidance and process expertise to colleagues.
* Support and deputise for the Team Leader as needed.
* Coach and mentor team members to support performance and development.
* Role model VWFS values and FCA’s Treating Customers Fairly (TCF) principles.
* Assist in training and onboarding new advisors.
* Navigate multiple systems to ensure optimal customer outcomes.
* Meet service levels, quality targets, and operational metrics.
* Ensure compliance with all regulatory and internal requirements, including ID&V and financial crime protocols.
* Build strong relationships with retailers, enhancing trust and collaboration.
* Represent the department as a Brand Champion, promoting brand awareness and objectives.
You will have the following skills and experience:
* Strong customer service skills and a friendly, professional manner.
* Logical thinker with a systematic approach to problem-solving.
* Resilient under pressure and able to meet deadlines.
* Flexible availability, including evenings, weekends, and some bank holidays.
* Proficient in Microsoft Office and other PC applications.
* Excellent written and verbal communication skills.
* Experience in a customer service, call centre, or finance environment (desirable).
* Knowledge of VWFS products and customer base (desirable).
* Understanding of the Data Protection Act and Consumer Credit Act (desirable).
Volkswagen Financial Services is committed to being an inclusive employer and we welcome applications from everyone. Diversity and Inclusion is not just a statement for us and we are nurturing an environment where everyone can be their 100% self. If there is anything you need to support you being your 100% self during our recruitment process let us know and we will support you as best we can.
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