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Customer Resolutions Executive

Posted 4 January by Volkswagen Financial Services (VWFS) Ended

Customer Resolutions Executive - Fixed Term Contract (varying lengths)

Salaries start at £19,617 + Excellent Benefits

Monday - Saturday shift pattern

Closing Date: 18th January

We are currently recruiting across our Customer Service department for a Customer Resolutions Advisor. This job is a great blend of customer service and dispute resolution. Your time will be divided between dealing directly with customers, and investigating their queries. Your job is to reach a fair outcome, balancing customer needs and business considerations.

About the role

Your role will be pivotal with our retailers and customers. You will undertake fair, consistent, prompt and thorough investigations of complaints in accordance with VWFS guidance and FCA complaint handling rules.

Responsibilities will include:

  • Taking ownership of complaint caseload by interfacing with internal/external solicitors and the FOS where appropriate.

  • Ability to review evidence internally and from the customer to make a balanced judgement.

  • Negotiate on a regular basis with Volkswagen Group Brand Customer Service Centre and Retailer Network in order to reach an appropriate multi-partite solution ensuring fair outcome for customers and balance of commercial demands.

  • Work complaint cases by accurately reporting and logging all actions through complaint software in order to support root cause analysis and regulatory reporting requirements.

  • Accountable for sending all regulated correspondence to the customer within FCA timelines

  • Managing high volume workloads and prioritising accordingly.

About you

  • You will have the ability to handle complex customer service complaints thoughtfully and efficiently

  • Strong organisational skills with the ability to adopt a systematic approach and meet strict deadlines

  • Previous experience working to strict deadlines while multitasking across case loads

  • Resilient and a great team player

Benefits include

Company discounted loan car scheme with access to up to two cars for you and direct family members, annual discretionary bonus, 27 days holiday, generous pension scheme, private healthcare, free on-site parking, local discounts and much more!

How we support you

The training at VWFS is amazing, there are lots of opportunities to learn and grow, and excellent work is well-recognised. For many of our people, the big attraction is the opportunity to work with leading automotive brands in a fantastic environment; we have a call centre like no other, an inspiring workspace complemented by a supportive, friendly team culture.

Required skills

  • Caseload
  • Complaint
  • Dispute Resolution
  • Systematic
  • Resolutions

Reference: 34133964

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