Collections & Recoveries Specialist Advisor - Milton Keynes
* About The Role
* SALARY: Starting from £26,368.80 pa dependent on experience
LOCATION: Milton Keynes
HYBRID WORKING: Minimum of 60% of working time to be based in the Milton Keynes office from February 2026, however flexibility is expected to meet the needs of the business and the role.
HOURS / CONTRACT TYPE: Fixed Term Contract until 31/12/2026, Part Time & Full Time available
CLOSING DATE: 05/01 /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 act as a subject matter expert and deliver positive outcomes for our most vulnerable customers. Within this role, you will take ownership of case management, looking after a high volume of complex cases and your own customers.
This specialist, customer-focused role will be instrumental in ensuring fair and proactive support for customers while balancing business needs. You’ll use your expertise, interpersonal skills, and analytical ability to handle complex investigations, conduct root cause analysis, and make independent remediation decisions that consider both customer and business requirements.
What you’ll be doing:
• Caseload management of complex matters. Working with vulnerable customers and managing complex cases to achieve the best outcome for all parties. This may require thinking outside the box to provide the best solutions.
• Handling customer dissatisfaction in an appropriate and professional manner and adhering to our complaints/escalation process.
• Identifying and driving improvements to maximise the identification of and service to vulnerable customers.
• Take ownership to investigate customer circumstances and root cause analysis, considering all options available.
• Be an escalation point for complex issues whilst demonstrating empathy, compassion and negotiation skills.
• Take ownership for key processes to ensure they are managed within the service levels agreed.
• Management of the arrears process and work with third parties.
• Guide customers through a range of processes using various communication channels (e.g. Telephony, White mail and E-mail). Supporting customers who are facing financial and personal difficulties over the telephone and via written communication to effectively understand their individual circumstances.
• Continually review customer circumstance to make informed decisions.
• Escalate highly complex queries that cannot be resolved at first instance.
Essential experience & skills:
• Proven customer service experience ideally within financial services, or specifically with vulnerable customers.
• Competent in using multiple systems including MS Office, CRM and telephony systems. Strong levels of communication and empathy meaning you can easily connect with customers identified as vulnerable whilst managing them through the debt collection process.
• Ability to work to service levels and quality measures.
• Confident in talking to customers and managing complex cases.
• Excellent negotiating and influencing skills.
• Ability to analyse cases, gather necessary information, and make informed decisions.
• Excellent prioritisation skills, adaptable to new cases throughout the day.
• Ability to work under pressure within a deadline environment.
• A clear understanding of the FCA regulations and vulnerable customer guidance.
• Demonstrates emotional intelligence, resilience and empathy for our most distressed customers, aiming for their best outcomes.
• Ability to question customers to gain a full understanding of their circumstances and affordability.
• Strong teamwork skills whilst maintaining individual workload.
• Competent to support high volume calls and/or transactions across the wider area.
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.
* About You
* About Us
* Why join VWFS UK?
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 weve identified and you think you can bring value to the role, wed 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.