Customer Resolutions Support Manager Milton Keynes, England
Job description
Milton Keynes (Hybrid)
Salary from £32,110 dependant on experience
Benefits: Company Car, discretionary bonus, pension, healthcare, 2 loan cars for friends and family, 27 days holiday in addition to statutory bank holidays plus much more!
Closing Date – 8TH September 2023
Are you an experienced Customer Resolutions Support Manager looking for a new position?
As a Customer Resolutions - Support Manager at Volkswagen Financial Services you will benefit from being part of a great team, representing iconic brands and driving your very own VW Group company car!!
We are a customer focused regulated business and comply with the FCA and Consumer Duty standards. Our priority is to ensure that our customers who display characteristics of vulnerability receive fair and appropriate support.
In the role of Customer Resolutions Support Manager you are the subject matter expert to provide comprehensive oversight of complex and commercially sensitive work-streams. You will work in collaboration with our legal and compliance teams to ensure regulatory requirements are achieved.
Reporting to the General Manager and Operations Manager you will analyse and interpret MI data to provide critical insight of complaint trends, customer impact and FOS referrals. By identifying opportunities you will deliver improvements to remove any friction from the customer journey and minimise escalated complaints to the FOS
Using your expert knowledge, interpersonal and influencing skills you will strive to deliver on good customer outcomes whist meeting the business need.
About the role:
- Be a subject matter expert and point of escalation in highly regulated operational areas and collaborate across the business to build strong professional relationships
- Provide clear and concise process expertise on a defined range of complaint and non-complaint processes
- Support senior managers to achieve a green scorecard and work collaboratively with teams to continuously refine ways of working
- Work collaboratively with Customer Operations and Insights Teams to understand trends and complete actionable analysis
- Build and maintain key stakeholder relationships across the business and with our Brand partners
- Become the ‘Brand Champion’ to meet shared objectives
- Lead best practice working groups
- Be aware of FCA focus areas that are relevant to Customer Resolutions and proactively lead department and operations initiatives to mitigate material risks.
- Be clear contributor in driving ongoing improvements by completing analysis, reviewing customer interactions and make clear recommendations.
- Support teams with any process knowledge gaps and address opportunities to resolve complaints at the first point of contact are maximised
Skills and Experience Required:
- A people manager and with skilled coaching capabilities
- Strong analytical skills to analyse key data to produce meaningful, value-adding outputs
- Highly detailed and process driven
- Experience of managing and supporting others with highly sensitive caseload matters
- Excellent written and verbal communication skills
- Ability to work to service levels and quality measures
- Experience of analysing data using systems such as Avaya and Tableau - preferred
- Excellent communication, negotiation and influencing skills
- Strong stakeholder management experience
- Ability to work at pace, under pressure within a deadline environment
- Demonstrates emotional intelligence, resilience and empathy
- Competent in using multiple systems including MS Office, CRM and telephony systems
- Enjoys working in a collaborative, team working environment
- Experience of working within financial services and a regulated industry
What’s in it for you?
The training is fantastic, and development opportunities are plenty for those who perform well in their roles and wish to grow their career with us. For many of our people, the big attraction to working here at VWFS is the opportunity to represent leading automotive brands in a fantastic working environment with a strong and supportive team.
About Volkswagen Financial Services
Our mission is straight forward, we want to be 'The Key to Mobility'. What does that mean? To 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.
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.
