Senior New Business Advisor

4 weeks ago

Milton Keynes MK HG, United Kingdom Volkswagen Financial Services (UK) Limited Full time
Senior New Business Advisor - Milton Keynes

Senior New Business Advisor

Full Time Fixed Term Contract, Ends 30/09/2025

Benefits: Salary starting from £24,327, company car, pension scheme, 27 days holiday and so much more.

Closing Date 2nd December 2024

We are looking for a Senior New Business Advisor to join the team on a fixed term contract basis until September 2025. 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.

What you will be responsible for:

  • Take full ownership and use initiative to resolve Retailer queries within first contact resolution and deliver a personal service making VWFS feel easy to do business with.
  • Use personal judgement to identify when redress and negotiation is needed to resolve a first-line complaint and utilising the "Limits of Authority" matrix where appropriate.
  • In accordance with Financial Conduct Authority (FCA) regulation, where a query cannot be resolved at first instance this is required to be correctly noted in the relevant complaints software programme and escalated as appropriate.
  • Provide clear and concise process expertise on a defined range of processes and be recognised by others as a point of contact for advice, guidance and process improvement.
  • Deputise for Team Leader and support on an ongoing basis where appropriate
  • Be pro-active in coaching your team to support performance and personal development areas
  • Demonstrate role model behaviours aligned to the VWFS values and 6 Treating Customers Fairly (TCF) outcomes as defined by the FCA.
  • Provide support and guidance with the training and induction of new advisors including supporting the delivery of training and initial embedding of skills in new advisors.
  • Be proficient in multiple systems in order to achieve right customer outcomes.
  • Working to agreed service levels, quality targets and operational metrics as determined by the department relating to all aspects of New Business provision and Customer experience.
  • Understand and adhere to all regulatory and both internal and external compliance based requirements. Including but not limited to identification and verification (ID&V) process and financial crime.
  • Add value on every interaction and ensure that retailers are armed with the right level of appropriate information to support the creation of a strong and trusted relationship between VWFS and the Customer.
  • Actively representing the New Business department as a 'Brand Champion' with each of the brands to provide visibility and awareness of Brand objectives, achievements and plans.

You will have the following skills and experience:

  • Strong customer service focus essential and a customer friendly manner at all times
  • Able to demonstrate systematic thought processes.
  • Able to cope with pressure and meet deadlines, and to work a flexible working pattern incl. evenings and weekends plus some Bank Holidays
  • Full PC literacy essential
  • Excellent written and spoken communication capabilities
  • Previous customer service centre, call centre or finance company experience is desirable
  • An understanding of VWFS customer base and product offerings.
  • An understanding of the Data Protection Act and Consumer Credit Act is 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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