Senior Collections Advisor
Milton Keynes (hybrid)
Full Time Permanent, 35 hours per week
Salary starting from £26,368, company car scheme, 27 days holiday plus bank holidays, generous pension scheme and so much more
Close date: 1st August 2025
About the role
As a Senior Collections Advisor you will lead by example, ensuring role model behaviour is displayed when undertaking customer facing and escalation responsibilities. Working closely with your Collections Team Manager, you will coach Advisors, demonstrating your knowledge and passing on your experience and perform daily tasks within your Senior Advisor group. You may also be required to get involved in department engagement and project work. When required, you will also deal with third parties, such as debt management firms and Recoveries agents.
* Take full ownership of escalations and use initiative to resolve customer arrears within first contact resolution and deliver a personal service “making VWFS easy to do business with"
* Provide technical coaching and training for Collections & Recoveries (C&R) Advisors to enable them to effectively manage and resolve customer arrears
* Act as Collections role model demonstrating core skills around negotiation, difficult conversations, vulnerable customer management and active listening
* Perform a range of technical Senior Advisor tasks and perform quality controls on processes such as advisors setting forbearance options, issuing bulk communication to customers and balance write offs
* Champion change, support policy and process reviews within the department to ensure efficiency and fit for purpose
* Provide clear and concise process expertise on a defined range of arrears and vulnerable customer processes and be recognised by others as a point of contact for advice, guidance and process improvement
* Provide first line support and guidance for Advisors and deputise for Team Manager where appropriate
* Support, coach and guide new C&R Advisors during the training and induction phase to embed knowledge and skill set for the role
* Work Senior Advisor tasks to agreed service levels, quality targets and operational metrics as determined by the department relating to all aspects of Collections & Recoveries and Customer experience
* Fully understand and adhere to all regulatory compliance-based requirements (both internal and external) to ensure customer arrears and interactions are handled correctly
* Supporting recruitment up to Band 2 to ensure key departmental KPI’s are achieved
* Demonstrate subject matter expert knowledge and behaviour when identifying and managing vulnerable customers and complaints
About you
* Strong communication skills at all levels including Senior Management and external stakeholders
* Proven ability to liaise with and manage stakeholder expectations
* Ability to effectively manage own workload
* Considered communication style while dealing with different customer preferences and situations
* Excellent teamwork skills
* Ability to balance fair customer outcomes while reviewing commercial decisions
* Able to demonstrate systematic thought processes
* Able to cope with pressure and meet deadlines
* Able to work a flexible working pattern
* Effective coaching skills and tailored approach
* Ability to manage change within the business environment whilst ensuring complainant, regulatory and performance needs are met
* Ability to work to defined service levels and quality measures
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 we can do to support you being your 100% self during our recruitment process, please let us know and we will support you as best we can
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