Collections & Recoveries Quality Control Specialist

Milton Keynes, England, United Kingdom

5/15/2025

Hybrid Role - Milton Keynes

Salary from £26,638, 27 days holiday plus bank holidays + Company Car + Generous Pension + so much more

Full Time Fixed Term contract until August 2026

Closing Date – 28th May 2025

Are you an experienced Collections Quality Control Specialist looking for a new position?

As a Collections & Recoveries Quality Control Specialist 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 Collections & Recoveries Quality Control Specialist you are the subject matter expert ensuring high risk processes are followed with accuracy to help support our most vulnerable customers.

Reporting into a Team Manager the Collections & Recoveries Quality Control Specialist will manage all customer quality activities across the department and provide oversight of the customer journey.

Using your expert knowledge, analytical and influencing skills you will strive to deliver on good customer outcomes, whist meeting the business and regulatory requirements.

About the role:

• Analyse customer, quality control and complaints data to identify failure trends, knowledge gaps and opportunities for root cause analysis
• Take ownership of end-to-end customer journey by identifying risks and opportunities for improvements
• Operate within the established quality control framework to provide oversight of the customer journey
• Remain up to date with FCA focus areas that are relevant to Collections and Recoveries
• Through the utilisation of data, ensure knowledge gaps are addressed and provide support needed at the first point of contact
• Design and take ownership of manual process oversight and controls
• Work collaboratively with teams to drive accuracy and effectiveness through QC review activities
• Collaborate and support the outsourcer Quality Assurance teams to ensure alignment and adherence to VWFS standards
• Track all QC actions, including coordination of post implementation reviews of the mitigating actions to demonstrate their effectiveness
• Collaborate with the Training team to ensure action plans are created to address knowledge gaps
• Support Customer Operations on projects as subject matter expertise for customer facing processes
• In conjunction with systems, identify the correct combination of manual processes and execute accordingly
• Managing high volume workloads and prioritising accordingly to achieve agreed service levels, quality targets and operational metrics
• Understand and adhere to all regulatory and both internal and external compliance-based requirements. Including but not limited to Identification and Verification (ID&V) process, card payments and financial crime
  
  

Skills and Experience Required:

• Proven Collections experience, ideally within financial services
• Analytical and detailed focused
• Competent in using multiple systems including MS Office, CRM and telephony systems
• Excellent written and verbal communication skills
• Ability to work to service levels and quality measures
• Confident in talking to customers and managing their expectations
• Experience of highly demanding caseload management
• Excellent negotiating and influencing skills
• Ability to work under pressure within a deadline environment
• A clear understanding of the FCA regulations and vulnerable customer guidance
• Demonstrates emotional intelligence, resilience and empathy
• Strong teamwork skills whilst maintaining individual workload
  
  

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.