VWG Brand Support Advisor

Capita Customer Management
£17843 pa + Benefits
18 Oct 2016
16 Nov 2016
Contract Type
An exciting opportunity has arisen to work in the prestigious Volkswagen Group in their Brand Support department. This role is ideally suited to someone who has experience of working within the network and wants to progress their knowledge and skills further. You would be dealing with queries from retailers (via telephony, emails and e-forms) providing case resolution which will entail you making outbound calls, where required, to liaise with 3rd parties in resolving retailer queries and business process related cases. You will have the initiative and drive to exceed retailer's experiences and deliver a World Class service.

Accountabilities & Activities:

- Take a high volume of inbound contacts from the network fulfilling agreed service performance KPI's

- Supporting and coaching colleagues within the relevant network to ensure timely resolution of their issues

- Delivery of an outstanding customer experience to the VWG retail network

- Liaise with other client suppliers, i.e. vehicle logistics companies, port authorities, IT support desk and DVLA in order to resolve investigations

- Logging all inbound contacts in a dedicated enquiry and case management systemKnowledge & Experience


- Experience of client handling skills within an automotive retail environment or with a strong interest or working knowledge of cars / commercial vehicles and supporting retailer service networks
- Strong customer focus and desire to own and resolve customer's queries coupled with high levels of association with the Brand they represent.
- Strong communication skills
- A working knowledge of personal computer applications supported by strong data interpretation and numeracy skills.

Environment: Employee engagement is very important to us!

- Working in a comfortable open plan office environment with hours that range between 8am and 6pm Monday to Friday. We provide all of the training & support you'll need in order to deliver a great customer experience.
- Incentives and bonus's, including monthly awards and recognition.
- Our jobs in Leeds Valley Park are a 10 minute drive south of Leeds City Centre, home to the Volkswagen Group. Our newest contact centre is situated close to the M1/M621. We run a free shuttle bus from Leeds City Centre and there are excellent public transport links from across Yorkshire.
- Colleagues also have access to an on-site cafe serving hot and cold food. Including free tea and coffee all day.
- You can have personal parcels delivered to work. In addition we have services visit, such as car valeting, beauty treatments, and other vendors.

Further benefits include our Car Scheme. This is the opportunity