VCFSUK Polestar Business Manager

Who are we?

Volvo Car Financial Services UK (VCFSUK) is a financial services joint venture business, part-owned by Volvo Cars and Santander Consumer Finance, operating across the UK Volvo retailer network, and also supporting Polestar and London Electric Vehicle Company (LEVC). Everything we do starts with people. It’s what makes us different from other companies. If you share our belief in the power of people and our passion for human-centric innovation, you will thrive together with brilliant, like-minded colleagues who are committed to making a true difference.

What’s in it for you?

People are at the heart of our business. We want you to innovate, challenge, and build a future career at VCFSUK. In return, we offer a competitive basic salary of circa £40,000 DOE, and a discretionary performance-related bonus. Hybrid working allows for greater flexibility and work-life balance, further enabling us to reduce our environmental impact and support your personal circumstances. We offer a 35-hour flexible working week, and 27 days annual leave plus bank holidays.

You will be able to choose from a suite of flexible benefits along with Health & wellbeing initiatives, charitable giving days alongside personal growth and career development opportunities. We have a subsidised onsite restaurant plus free refreshments and snacks. You will have access to 2 cars through Volvo’s preferential employee lease car scheme along with, plenty of free onsite parking and electric car charging for your plug-in hybrid or battery electric vehicle. We also offer subsidised home chargers to support our sustainable focus, and journey to zero-emission driving.

What you’ll do

Reporting to the Operations and Services Manager, this position is the VCFSUK operational lead for Polestar Finance and is responsible for maintaining a positive brand reputation and fostering long-term customer and brand relationships. Providing exceptional customer service and addressing customer enquiries and concerns the roles will handle escalated customer issues and resolve conflicts in a professional manner. You will ensure compliance and FCA guidelines are adhered to and provide information to our brand partners so they can make an informed choice and add value to the buying experience, overseeing the day-to-day finance transactions for Polestar orders.

Key responsibilities include:

• Explain and demonstrate to customers the financial and leasing advantages for private or business applications
• Support Polestar Investor Retailers and Polestar UK HUB with customer queries regarding financial products and applications
• Maintaining a high level of finance product knowledge and be able to provide face-to-face training
• Focus on high retention within our existing Polestar customer database and work with Commercial teams to develop retention processes.
• Provide exceptional customer service which leads to good consumer outcomes, loyalty, and customer satisfaction
• Work with new investor partners to bring them on board, sharing training materials and acting as a point of escalation.
• Play an essential role in assisting management to forecast volumes and strive to achieve targets
• Establish and build a relationship with the brand partner
• Conduct quality assurance assessments and report to compliance teams the status of compliance within customer-facing activities.
• Monitor finance performance against target whilst maintaining a compliant process
• Adhere to all Compliance & Regulatory controls including Consumer Duty principles, security, and GDPR
• Identify requirements on individual suitability, ask qualifying questions to recommend the suitable options to our consumers
• Ensure key attention to compliance with all aspects of your role and have the ability and initiative to identify potential compliance issues within the business.
• Acquire a high level of product knowledge to competently answer all customer queries and log all activities to monitor and measure outcomes and provide regular feedback to the management team.
• Being vigilant when processing customer applications to ensure all criteria are met

You will aspire to our three core values:

Excellence - You are driven to produce high-quality work, and relentlessly pursue excellence. You do not tolerate mediocrity and you work intensely to achieve your goals.

Bravery – You are willing to take calculated risks to achieve goals, proposing and implementing innovative solutions to problems. You speak up against unethical behaviour, standing up for beliefs, even if it goes against popular opinion.

Collaboration - Effectively communicate with colleagues, actively listening to understand others' perspectives. Resolving conflicts and maintaining positive relationships with colleagues

Do you fit the profile?

You will be able to demonstrate a strong understanding of the key success drivers essential to delivering strong consistent results in terms of business growth, and a high level of customer satisfaction. Experience of developing and reporting against KPIs and SLAs and Knowledge of FCA regulations around treating customers fairly, consumer duty and finance products is essential to the role.

Experience of delivering process change gained within an automotive finance environment is highly desirable along with a detailed understanding of all aspects of the business sales car market. Proven customer service and communication skills is essential to the role and you should be able to demonstrate the ability to work towards deadlines and targets and work well in a team.

Business-level English is essential, both verbal and written, including great presentation, influencing, and negotiating skills. You should have the ability to build rapport and understanding with a diverse range of stakeholders and a proven track record of meeting targets without sacrificing a high standard of customer satisfaction. You will need to be highly adaptable and positive to changes in assignments and priorities and be calm under pressure with an organised nature and strong attention to detail.

Diversify our future:

Volvo Car Financial Services UK is an equal opportunities employer. We are a company for people who care about other people and for the world we live in. We celebrate diversity and inclusion in the workplace and are committed to equality of opportunity for all employees and employment practices, including hiring, recruiting, and promotion. It’s what you do that counts and we are always looking to expand perspectives and voices to shape our future. With us, you can truly be yourself, embrace new opportunities, thrive and a make a difference. 

How to learn more and apply: 

We do not accept email applications due to GDPR so we welcome your application via the link provided in this job advertisement by Sunday 8th December 2024. For more information and an informal chat, please contact Vickie Ewins; [email protected]