Customer Resolutions Executive - Milton Keynes
* About The Role
* SALARY: Starting from £24,028 pa dependent on experience
LOCATION: Milton Keynes
HYBRID WORKING: Our current hybrid working policy requires 20% 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
CLOSING DATE: 31/12/2025 We reserve the right to close the advert earlier If we receive a high volume of applications.
Start date for this role will be 16th February 2026.
Are you committed to making things right for customers and driving positive outcomes? If so, we want to hear from you!
We’re looking for a passionate Customer Resolutions Executive to join our dedicated Customer Resolutions team. If a customer has a complaint or problem, you will be at the heart of resolving this in a fair and timely manner - through listening, being sympathetic and treating everyone in a fair and just way.
In this high impact role, you will become an expert in customer service and dispute resolution, which is instrumental to supporting both our retailers and our customers. You will undertake fair, consistent, prompt and thorough investigations of complaints in accordance with VWFS guidance and FCA complaint handling rules, whilst delivering quality outcomes for customers.
What you’ll be doing
• Support our customers, ensuring they are continually up to date with the progress of their complaint. You will put them first to ensure expectations are met and managed at every step.
• Undertake fair, consistent, prompt and thorough investigations of complaints in accordance with VWFS guidance and FCA complaint handling rules
• Effectively utilise the complaints management system to ensure accurate reporting to the regulator and to enable valuable Root Cause Analysis to take place
• Provide support across Customer Operations to create areas of expertise in complaint diagnosis and management
• Liaise with relevant departments including Legal & Compliance, to develop understanding of our obligations and requirements to achieve fair customer outcomes
• Ensure that customer communication is of the highest standard and representative of the core values and standards of our Brands
• Foster and maintain relationships with external stakeholders by regularly liaising with relevant parties and making collaborative decisions
• Manage complex and high-profile complaints in accordance with Service Level Agreements (to include Vulnerable Customers, CEO escalations and Social Media complaints)
• Complete Quality Assurance checks on Subject Access Requests to ensure regulatory requirements are met and breaches of personal data are avoided. To include providing feedback (both written and verbal) to SARS Processors.
Essential experience & skills
• Full PC literacy essential, including Microsoft Office products
• Proven ability to liaise with and manage stakeholder expectations
• Confident in managing expectations of colleagues and customers
• Ability to work to service levels and quality measures
• Ability to cope under pressure and meet strict deadlines
• Demonstrate an understanding of all relevant aspects legislation/requirements including but not limited to TCF, FCA, FOS
• A good understanding of the product portfolio and the behaviours of products and brands across the VW Group
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?
You’ll have the opportunity to make a difference through ensuring the delivery of quality outcomes for our customers, 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 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.
This role does not meet the UKVIs criteria for the skilled worker sponsorship route, therefore we are unable to accept candidates requiring sponsorship for this role.