Collections & Recoveries Advisor

SALARY: Starting from £24,028 pa dependent on experience
LOCATION: Milton Keynes
HYBRID WORKING:
Our current hybrid working policy requires a minimum of 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 Permanent Roles & Full Time Fixed Term Contract until 30/04/2026

CLOSING DATE: 30/10/2025
We reserve the right to close the advert earlier If we receive a high volume of applications.

Volkswagen Financial Services UK Ltd is dedicated to putting our customers first. Our Collections department is committed to achieving the best outcomes for our customers, offering tailored solutions to those facing financial difficulties based on their individual needs.
Start date for this role is 12th January 2026, training can take up to 8 weeks which will be office based everyday Monday-Friday 9-5pm.
We're looking for a
Collections & Recoveries Advisor
to deliver fair, customer-focused outcomes while supporting our commercial goals. This fast paced role is key to representing VWFS UK to our retail customers - making balanced decisions, supporting vulnerable individuals, and ensuring every interaction reflects our values.

If you have worked in a contact centre, handling complaints or dealing with vulnerable customers, this could be the role for you We offer full training and excellent career opportunities for those that are looking to develop.

What You'll Be Doing

• Working to agreed service levels, quality targets and operational metrics.
• Utilise your initiative to resolve customer issues, ideally within the first contact.
• Working in accordance with Financial Conduct Authority (FCA) guidelines at all times.
• Using personal judgement to negotiate with third parties including debt management and recoveries firms.
• Updating multiple systems and programmes.
• Assess each customer's needs individually, ensuring every interaction results in a positive customer outcome.

Essential Experience & Skills

• Experience in complex customer service, ideally within collections or complaints teams.
• Proven ability to meet service levels and quality measures.
• Strong teamwork skills while maintaining individual ownership.
• Excellent written and verbal communication skills
• Proficiency with multiple systems including MS Office, CRM, and telephony systems.
• A genuine desire to help and support people.
• Ability to manage, influence, and adapt during complex conversations.

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.

,

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 we've identified and you think you can bring value to the role, we'd 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 UKVI's criteria for the skilled worker sponsorship route, therefore we are unable to accept candidates requiring sponsorship for this role.