Customer Resolutions Team Manager - Milton KeynesAbout The RoleSALARY: Up to £42,600 pa dependent on experienceLOCATION: Milton KeynesHYBRID WORKING: Our current hybrid working policy requires a minimum of 60% 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: Multiple fixed term contracts available, full time 35 hours per week & part time 32 hours per weekCLOSING DATE: 06/03/2026 We reserve the right to close the advert earlier If we receive a high volume of applications.We’re looking for a Customer Resolutions Team Manager to lead and develop a team within our Customer Resolutions function, making sure we deliver outstanding service to our customers—even when things go wrong. This is a role where your decisions genuinely change customer outcomes and shape how we’re seen as a business. In this high‑impact role, you’ll coach and support your team to perform at their best, embed empathy throughout the complaints journey, and drive continuous improvement to deliver fair, consistent, high‑quality resolutions that align with our mission and values. You’ll take ownership of monitoring complaint volumes and progress, ensuring we meet all regulatory timescales and deliver outcomes that meet the standards set by the FCA, FOS, TCF, and Vulnerable Customer guidance. What you’ll be doing:Overseeing and allocating team and individual caseloads, ensuring effective engagement with FOS and legal partners. Managing complex, high‑risk, high‑profile, and CEO complaint escalations. Ensuring fair, evidence‑based and proportionate customer outcomes within authority limits. Supporting balanced decisions that consider customer circumstances, inconvenience and distress. Negotiating resolutions with the Volkswagen Brand CSC and Retailer Network to achieve best‑possible outcomes. Managing relationships with senior internal and external stakeholders, including legal teams and the FOS. Overseeing diagnostic and triage processes to prioritise and route complaints effectively. Leading team performance, addressing underperformance and developing high performers. Conducting quality assurance to ensure FCA compliance and consistently high‑quality customer experiences. Delivering regular coaching and 1:1s to drive performance improvement. Ensuring accurate case logging to support root‑cause analysis and regulatory reporting. Ensuring appropriate support for all customer types, including vulnerable customers. Acting as a TCF Champion and point of escalation, embedding TCF outcomes across the team. Supporting team engagement with VWFS culture and long‑term strategic goals. Monitoring and managing staff absence to promote wellbeing and effective resource usage. What you’ll bring:Our Customer Resolutions team sits within the Customer Operations department, and our purpose is to transform moments of customer distress into genuine delight. We’re passionate about delivering fair, thoughtful, and timely outcomes, and we’re looking for someone who shares this commitment. Essential experience & skills:Strong PC literacy, including confident use of Microsoft Office. Excellent written and verbal communication skills. Proven ability to manage and influence stakeholder expectations. Confident in handling customers and colleagues at all levels. Strong organisational skills with the ability to prioritise and meet deadlines under pressure. Solid understanding of TCF, FCA, FOS and Vulnerable Customer requirements. Experience working in a complaint's environment (Financial Services preferred). Demonstrated experience in people management. Skilled in complaint handling. Working knowledge of key business systems (e.g., CRM, SAP, CMS, Avaya). 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. About YouAbout UsWhy join VWFS UK?You’ll have the opportunity to make a difference by helping us to achieve our mission. 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.
