Continuous Improvement Support - Milton Keynes

Continuous Improvement Support - Milton Keynes

• About The Role

• SALARY:  Starting from £27,422 pa dependent on experience

  LOCATION: Brunswick Court,  Milton Keynes

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

  HOURS / CONTRACT TYPE: Full time Permanent, 35 hours p/w 

  CLOSING DATE: 10/05/26 We reserve the right to close the advert earlier If we receive a high volume of applications.

  We’re looking for Continuous Improvement Support to ensure Customer Operations processes and procedures remain up to date (in line with our HQ and regulatory responsibilities) and are available to support advisor activity, securing customer focussed outcomes.  

  This specialist role will be instrumental in validating customer processes and interactions to drive improved retention, customer experience and reduce regulatory & business risks. 

  What you’ll be doing:

  • Operate gatekeeping responsibilities to ensure all customer operations policies, procedures, ARIS maps, ROPAs and customer letters are regularly reviewed and accurately reflect business processes.
  • Co-ordinate annual reviews of all Customer Operations policies & procedures to ensure they accurately reflect business processes
  • Support data gathering for baselining activities
  • Identify opportunities to reduce complexity/avoid duplication of procedures
  • Be aware of FCA focus areas that are relevant to customer Operations to be able to challenge existing processes.
  • Work collaboratively with process owners, SMEs and Compliance to ensure processes and procedures remain fit for purpose and compliant.
  • Undertake high level process analysis, identifying opportunities with Process Owners/SMEs to address waste and increase customer centricity and to populate the Customer Operations change backlog accordingly.

  What you’ll bring:

  You’ll be a strong communicator with proven track record of influencing.

  You’ll have a passion for seeking out knowledge with an ability to understand key FCA requirements, complex processes and the wider customer transformation agenda.

  Essential experience & skills

  • Excellent PC literacy and intermediate skills with Microsoft Office tools

  • Experience within the Financial Services and/or relevant automotive sector(s), with demonstrable understanding of the regulatory environment.

  • Experience of reviewing customer interactions or processes to identify inaccuracies, failures or gaps.

  • Experience of actively managing stakeholders at varying levels and operating within/delivering through cross functional teams

  • Lean Six Sigma Yellow belt (as a minimum)

  • Strong communication skills with proven track record of influencing.

  • Ability to work at pace with no compromise to quality.
  • Knowledge of VWFS UK’s operating systems and processes (preferable).
  • High level of drive and personal commitment, with a desire to develop own skills and experience.
  • Resilience to manage conflicting priorities and adhere to strict deadlines.

  What’s in it for you?

  Bonus: Discretionary 10% 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  

  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 for you (with the option to buy additional family cover),  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.

• About You

• About Us

• Why join VWFS UK?

  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.