Senior Fleet Customer Services Executive

Full Time Fixed Term Contract until 30th June 2026

Location: Milton Keynes (Hybrid)

Closing Date: 11th July 2025

Salary and Benefits: starting from £26,368 per annum depending on experience. Company car scheme, 27 days holiday (pro rata’d) plus bank holidays, generous pension scheme, lifestyle discounts and so much more!

About the role:

The purpose of this role is to provide process and technical expertise for the corporate team within the fleet directorate, to support team leaders, field team members and support the successful management of larger corporate customers and the delivery of excellent customer service across the whole customer base.

This role provides customers with a high-quality customer experience through: assistance, support and account servicing throughout the lifecycle of their agreement. This role is required to assist with an extensive variety of enquiries, systems, training and processes through various channels and to support key customer accounts.

Act as the voice of the business to the corporate customer and key stakeholders whilst maintaining long term relationships.

Responsibilities will include:

• Take full ownership and use initiative striving to resolve customer queries within first contract whether an internal or external customer.
• Manage key corporate fleet accounts delivering a first-class service.
• Support a right first-time ethos and be the gatekeeper of output to both existing and new customers, supporting audit controls and quality outputs.
• Use personal judgement to identify when redress and negotiation is needed to resolve a complaint and utilising the “limits of Authority” matrix where appropriate.
• Provide clear and concise process expertise on a wide range of processes and be recognised by others as a point of contact for advice, guidance and process improvement.
• Deputise for Team Leaders and provide support on an ongoing basis where appropriate.
• Provide role model behaviours and to bring to life the VWFS Core Values.
• Provide support with the training and induction of new advisors, including supporting the ongoing delivery of training and embedding of skills for all advisors.
• Be proficient in multiple systems in order to achieve customer outcomes.
• Identification of manual processes and work with the relevant department/teams to reduce and systemise wherever possible.
• Working to agreed service levels, quality targets and operational metrics as determined by the department relating to all aspects of customer service provision and customer experience.
• Understand and adhere to all regulatory and both internal and external compliance-based requirements. Including but not limited to identification and verification (ID&V) process, MLA process and financial crime.
• Add value at every customer touch point and ensure that customers receive the appropriate information to make informed decisions whilst maximising our business opportunity.

About you:

• A proactive and flexible approach with the ability to react appropriately and effectively to changing circumstances and demands.
• Confident and customer-focused in communicating both by telephone and face to face.
• Attention to detail with a high degree of accuracy and ability to work under pressure is essential.
• Knowledge and understanding of Fleet leasing solutions is advantageous but not essential.
• High level of Customer service experience and ability to demonstrate use of initiative in order to aid departmental productivity.
• IT literate with the ability to grasp new systems.
• Strong Excel skills.
• Strong written and verbal communication skills.
• Able to work to service levels and quality measures.
• Ability to ‘act-in-the-moment’.
• Ability to work in a team environment whilst maintaining individual ownership.
• High level of time management and organisational skills.
• Be able to negotiate and influence with stakeholders and customers as appropriate.
• Demonstrate ability to be innovative with commitment to driving continual business improvement.
• A thorough and detailed understanding of a defined process area.
• Ability to consistently demonstrate VWFS values.

Volkswagen Financial Services is committed to being an inclusive employer and we welcome applications from everyone. Diversity and Inclusion is not just a statement for us, and we are nurturing an environment where everyone can be their 100% self. If there is anything we can do to support you being your 100% self during our recruitment process, please let us know and we will support you as best we can