Customer Services Operations Manager Milton Keynes, England
Job description
Salary - £43,500 - £55,000 depending on skills and experience
Benefits: Company Car, Bonus potential, Pension, Healthcare, 27 days holiday + bank holidays, on-site Well-being Centre, Loan Car scheme for friends and family and much more!
Closing Date: 28th April 2023
About the role:
We have an exciting opportunity for an Operations Manager – New Business Centre to manage our Credit Assessment and Activations Teams to deliver excellent outcomes for our Retailers & Customers. If you are passionate about our customers, understand the importance of a right first time approach, thrive from working in a fast paced environment and improving customer satisfaction this could be the role for you.
The New Business Centre is the first element of the customer journey for all VWFS (UK) LTD Retail Customers and therefore are fundamental to the ongoing success of the business.
The role provides leadership, management and governance of all NBC processes and the role holder will be responsible for all aspects of operational performance. You will have influence over customer outcomes, performance standards, review of key demands and regulatory compliance and the role will utilise your expertise to proactively support your teams to achieve day-to-day performance requirements.
You will be managing a team of direct reports and will support and coach them to meet the expectations of our Retailers & Customers through their management of our front line colleagues. You will work alongside, and build relationships with, many stakeholders both within Customer Operations, our outsourced partners and the rest of the business.
This is what you can bring to the role:
- You will have experience of operational team management in Customer Contact Centre and administration functions
- Thrive in a fast paced environment and think on your feet to deliver prompt, efficient turnaround times against an agreed service level
- You are an engaging and effective people manager who encourages teamwork and collaboration
- You will have a good level of understanding of Financial Services regulatory and legal requirements
- You will have managed stakeholders both within and outside of your own area and enjoy the variety of these interactions
- You are passionate about process efficiency delivery and improving customer outcomes
- You are able to prioritise competing demands, focus on solutions and have continuous improvement opportunities at the forefront of your decision making
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.
