Head of Customer Services

SALARY: Up to £90,000 pa dependent on experience

LOCATION: Brunswick Court, Milton Keynes, Buckinghamshire

HYBRID WORKING: Our current hybrid working policy requires a minimum of 60% of working time to be based in the Milton Keynes office and flexibility is expected to meet the needs of the business and the role.

HOURS / CONTRACT TYPE: Full Time Permanent - 35 hours per week

CLOSING DATE: 21st January 2026

We reserve the right to close the advert earlier if we receive a high volume of applications.

Are you ready to lead a team that shapes the future of retail customer service for some of the world's most iconic automotive brands?

At Volkswagen Financial Services UK, we're not just about cars - we're about creating exceptional customer journeys that enable long term brand loyalty.

As the Head of Customer Services, you'll be at the forefront of delivering innovative, customer centric solutions that set industry standards and inspire loyalty. This is your opportunity to make a real impact, driving transformation and excellence in a dynamic, diverse and performance driven business.

We need you to provide strong leadership and strategic direction across our Customer Service teams in our Milton Keynes headquarters and for our Outsourced services.

If you're a customer orientated, people driven leader who thrives on collaboration and teamwork, then read on.

This is certified role under the Senior Manager and Certification Regime meaning the successful candidate is required to comply with the FCA's conduct rules.

• Inspire and Lead: Drive Customer Services performance by hitting key KPIs and KRIs, while building a strong leadership team that motivates employees to deliver exceptional customer outcomes aligned with strategic goals and regulatory requirements.
• Own Supplier Partnerships: Take charge of outsourced partner relationships-overseeing performance, quality, scheduling, budgets, and ensuring contractual compliance.
• Solve Complex Challenges: Handle escalated customer issues with a focus on root cause analysis and problem-solving to prevent repeat problems, improve satisfaction, boost retention, and reduce costs. Collaborate with improvement teams to eliminate dissatisfaction and feed insights into risk committees.
• Ensure Regulatory Excellence: Manage escalated complaints within FCA timelines, ensuring compliance and smooth handoffs to second line teams. Oversee goodwill gestures and redress payments to resolve issues effectively while balancing customer satisfaction and business objectives.
• Drive Continuous Improvement: Identify opportunities to enhance customer outcomes, improve commercial performance, and deliver operational efficiencies through smarter processes, demand reduction, and productivity gains.
• Empower Your Team: Regularly review performance, coach managers, and ensure everyone understands how their role contributes to the bigger picture.
• Champion Innovation: Foster an inclusive environment where ideas thrive-encouraging process improvements, leveraging competitor insights, and creating efficiencies that elevate both customer and colleague experiences.
• Be the Voice of Excellence: Act as a true ambassador for customer service, shaping strategies that set the standard for outstanding delivery.

Full job description available on request.

You'll be an experienced leader, ideally within a Financial Services or Automotive contact centre environment.

You'll have a passion for customer service with the ability to engage with a large number of direct/indirect reports and pass that passion onto them.

• Extensive management/senior management experience within a customer-facing environment.
• Significant experience of outsource and supplier management
• Experience of implementing and managing risk, financial/budget management.
• Significant experience in people management and effective team leadership.
• Experience of operating in both B2C and B2B environments
• Significant experience within the regulated Financial Services and/or relevant Automotive sector(s)
• Understanding and experience of relevant regulatory requirements
• Ability to lead, coach, motivate and develop people, creating a widespread commitment to achieving business goals and understanding risk culture of the business.
• Demonstrates energy and drive to question existing approaches, take the initiative, and be dedicated to driving improvement.
• Proven ability to effectively plan the workload in a demanding and customer focused sales and/or customer service environment to maximise delivery of business objectives.
• Ability to motivate and lead a team circa: 85 internally and 300+ externally
• Highly motivated and organised.

• Bonus: Discretionary 25% 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 and fuel card.
• 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, 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.

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.

The Head Customer Services is a 'Certified' /Senior Manager 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.