Head of Customer Services Milton Keynes, England
Job description
Location: Milton Keynes (Hybrid)
Salary: £68k to £90k depending upon skills and experience
Benefits: Company Car, fuel card, bonus, pension, private medical, 27 days holiday plus much more!
Closing date: 7th March 2023
Is the Customer at the heart of everything you do?
Do you lead with flair and fairness, exhibiting role model behaviours?
Are you a change manager with experience of increasing effectiveness and delivering great customer outcomes?
Have you got experience of working in a Financial Conduct Authority (FCA) regulated environment, with a track record of achieving high levels of operational compliance?
Are you passionate about colleagues, about their welfare and their development?
Do you want to be part of the customer experience transformation we are about to embark on?
Are you passionate about developing a career with VWFS? If the answer is yes, then we would love to hear from you!
The role
We have an exciting leadership opportunity for an experienced Head of Customer Service to lead a large Customer Service operations department. Reporting into the Customer Operations Director as part of the Customer Operations leadership team, you will be responsible for Retail Customer Service and Retail Contract Hire customers, who have queries about their finance agreements. Queries range from a quick request for a settlement figure to complex queries relating to End of Contract options, Refinance / Extension requests, Credit Reference Agency interfaces and a number of other processes that require attention under service level agreements that you would expect from vehicles within the Volkswagen Group Brands
Colleagues are based in Milton Keynes and outsourced partners currently based in Swansea and Glasgow, with processes split between them that require assessment with an end to end customer view and a different way of working. You will have experience of process refinement and improvement with a customer and colleague lens, including automation and robotics, working with directly employed colleagues and outsource supplier partner arrangements
Although there is some level of automation, more is required to improve the speed, efficiency and consistency for our customers where we are moving towards increasing the use of digital channels. You will have experience of the more traditional channels of phone and email, but also of digital channels and the benefits this can bring as you will be a key stakeholder in our Customer Experience Programme that will deliver fundamental and long lasting benefits to our customers of today and tomorrow
The Customer Experience Programme we are about to embark on will also deliver a cultural shift required to ensure our sustainability as a business by delivering the right outcome for customers to satisfy the FCA New Consumer Duty and also to inspire retention and loyalty. You might have delivered cultural change in the past and able to demonstrate this as part of your application
Customers will be at the heart of everything you do in our FCA regulated environment and you be aware of our regulatory obligations towards our customers and for our business. As part of the role, you will ensure that risks are highlighted and resolved in an open, honest and collaborative manner.
This is a ‘Certified’ role under the Senior Manager and Certification Regime (SMCR) and the role holder is required to comply with the FCA’s Conduct Rules. A mandatory requirement of the SMCR is for VWFS to certify that the role holder is fit and proper to perform the duties on an ongoing basis.
About you
You will have highly developed leadership skills and be able to communicate with all levels of colleagues throughout the organisation, with a focus on supporting and developing colleagues at the front end who are the voice of our customers. You will genuinely enjoy getting your hands dirty and understand colleague needs, but have the gravitas to make things happen with your excellent stakeholder management skills and expertise
As part of a tight Customer Operations leadership team, you will support your peer group who put the customer at the heart of everything we do, along with high colleague engagement focus before your own development and desires
What’s in it for you?
We are passionate about employee development and offer ongoing support and training to help people achieve their career aspirations. Whether that is to become the next leader within our business or to develop your current tool kit of skills, we support many cross-functional opportunities. We want you to achieve at your best and enjoy a successful career with us!
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.
