Senior Customer Service Advisor

4 days ago

Milton Keynes, United Kingdom Volkswagen Full time

**Department**:Customer Operations**Contract Type**:Full Time Permanent**Senior Customer Service Advisor - Part Time Permanent and Full Time Permanent Opportunities Available.**

**Hybrid Role - Milton Keynes**

**Salary Starting from £22,950 + 27 Days Holiday, Company Car Scheme and other Generous Benefits**

**Part Time 32 hour per week and Full Time 35 Hour per week Permanent Roles Available.**

**Closing Date: 23**rd** February 2024**

The Customer Operations Department are dedicated to providing support, guidance and effective management of all contracts and service agreements between business and personal customers and Volkswagen Financial Services UK Ltd.

Reporting in to a Customer Service Team Leader, the Customer Service Senior Advisor will be accountable for providing process and technical expertise for each team member, and will be able to work flexibly across multiple disciplines including both admin and telephony type tasks. As the demands of customers change and evolve, so will you. You will be expected to have wide and extensive knowledge of all the financial products offered within VWFS UK LTD to be able to provide that specialist support to team members with escalations, in-depth investigations and complaint resolution where appropriate. You should be capable of moving between teams as needed, taking your expertise with you as go, and have a strong appetite to support multi skilling.

Customer satisfaction is paramount and at the heart of everything we do, you will need to act as the voice of the business to our customers, maintaining long-term relationship across all brands and making customer excellence your priority in all that you do.

**Responsibilities**
- Handling the administration of cases via direct telephone contact and correspondence throughout the lifecycle of a contract.
- Negotiation with customers and third party suppliers for settlement of agreements and end of contract processes.
- Deputise for Team Leaders and provide support to Advisors where appropriate.
- Use personal judgement to identify when redress and negotiation is needed to resolve dissatisfaction by using appropriate our ‘Limits of Authority’ matrix where appropriate.
- Contract and account analysis and rectification using initiative and negotiation skills.
- Performing and responding to a high volume of inbound and outbound calls within company guidelines and procedures.
- Accurately updating the Contract Management System with details of account activity.
- Assisting on specific business projects and process improvements within the department.
- Close liaison and interaction with other areas of the business to assist with resolution of cases and customer satisfaction.
- Resolving more complex/sensitive customer issues; demonstrating confidence & empathy when making appropriate business decisions.
- Understand and adhere to all regulatory requirements; internal and external compliance based requirements. Including, but not limited to verification (ID&V) processes, financial crime and data protection.
- Add value at every customer touch point and ensure customers receive appropriate information to make informed decisions whilst maximising every business opportunity.
- Leading by example, ensuring role model behaviour is displayed when undertaking customer facing and escalation responsibilities.
- Support the team in taking full ownership and use initiative to resolve customer queries within first contact resolution and deliver a personal service allowing for a consistently high quality, low effort customer experience that creates a personalised, effortless contact by leading by example.
- Support team to operate in accordance with Financial Conduct Authority (FCA) regulation, where a query cannot be resolved at first instance, ensure this is correctly noted in the relevant complaints software programme and escalated as appropriate.
- Actively participate in a culture that adheres to all Treating Customer Fairly (TCF) outcomes as defined by the FCA.
- Be proficient in multiple systems in order to achieve appropriate customer outcomes.
- Ensure team understands the customer needs and handle customer types appropriately including but not limited to Vulnerable Customers.
- 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.
- Provide support with the initial embedding of skills in new advisors.

**Skills and Experience**
- A sound knowledge of VW Group Brands and VWFS product portfolio.
- Ability to communicate and negotiate effectively both in writing and verbally at all levels.
- Attention to detail with a high degree of accuracy.
- Ability to drive business performance and service level delivery.
- Ability to train, coach and develop others.
- A strong team player with the ability to work under pressure and meet strict deadlines.
- Provide role model behaviours and bring to life VWFS core

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