Customer Resolutions Specialist Executive - Milton KeynesAbout The RoleSALARY: Starting from £26,368.80 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 Full Time Fixed Term Contract positions available, 35 hours per weekCLOSING DATE: 16/03/2026 We reserve the right to close the advert earlier If we receive a high volume of applications.We’re looking for several Customer Resolutions Specialist Executive's to join our team and help us deliver fair, timely and expert complaint resolutions that put our customers first. This high impact role is central to ensuring our customers receive the best possible service - even when things do not go to plan. You will be responsible for managing a complex caseload of high-cost and high-risk complaints, using your specialist knowledge to investigate thoroughly and deliver sound, customer-focused outcomes. You will ensure compliance with FCA complaint handling rules and VWFS guidance, handling every resolution with care, consistency and professionalism.What you’ll be doing:Investigate and resolve all complaint types with a focus on handling complex and high-profile complaints Deliver a personal service, using initiative and sound judgment to reach outcomes Act as a Brand Champion across VWFS/VWG brands, promoting visibility and alignment with brand goals Provide expert guidance on complaint and non-complaint processes, supporting continuous improvement Apply redress and negotiation strategies using the “Limits of Authority” framework Lead initiatives that address FCA focus areas and mitigate operational risks Manage FOS adjudications and Ombudsman decisions with professionalism Communicate clearly and empathetically with customers, keeping them informed throughout Collaborate with Legal & Compliance to ensure obligations are met and outcomes are fair Ensure all written communications meet brand standards and reflect our commitment to excellence What you’ll bring: You’ll have a passion for delivering excellent customer service, a focus on ensuring high quality outcomes and a mindset geared towards continuous improvement. Essential experience & skillsExperienced Complaint Handler within a regulated environment, preferably automotive finance Proven ability to liaise with and manage stakeholder expectations Confident in managing expectations of colleagues and customers Ability to work to service levels and quality measures Ability to cope under pressure and meet strict deadlines Demonstrate an understanding of all relevant aspects’ legislation/requirements including but not limited Consumer Duty, FCA, FOS A good understanding of the product portfolio and the behaviours of products and brands across the VW Group Ability to manage a high workload daily 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.
