Customer Resolutions Executive Review

Daily I manage complaint cases which have been referred to the Financial Ombudsman Service. I interact with various stakeholders, including board members, dealership employees, as well as my peers. My responsibility is to review a complaint and liaise with FOS to reach a fair outcome for the customer and VWFS.

I have learnt excellent problem solving skills and been able to develop my communication skills. I am now very comfortable and calm when presented with difficult conversations and managing stressful situations. Managing complaints is no longer as scary as it sounds and I love having the opportunity to investigate case.

I have very much enjoyed having the opportunity to study and gain qualifications while working in a job I absolutely love. I have been able to take the time to study company process as well as UK/EU regulations which means I am now able to excel in my role.

We have had some previous setbacks with other apprenticeship providers where they have fallen into liquidation or administration, however the experience so far with FWD has been amazing and positive. FWD are very structured and we keep all records secured in an online portal so I can access my work anywhere, including on my phone.

VWFS are great and have given any/all support needed throughout my time as an apprentice. When completing the transition from apprentice to employee it was an intense and nerve-wracking process, however the Human Resources department provided all support needed and offered interviews for potential roles. I am always given the time I need to complete my studies.

With this being a level 3 qualification, I would say I have received adequate support as I expected to have a high amount of 'own work'. We are expected to complete our work to a timescale, this is reasonable as the qualification is my responsibility ultimately. I have had monthly meetings with the training provider and had monthly lectures prior to my exams.

I think my knowledge of regulation and understanding of financial services hugely supports my role. I often support colleagues in the same role as me, as I feel I have great understanding and knowledge. It was often a worry of mine I would always be seen as 'just an apprentice' however this is entirely not the case and my colleagues and managers make me feel I am well respected in my role and entirely valued.

Yes, VWFS has a wellbeing centre which offers Yoga, Pilates, and HIIT classes. There is also a sports and social club where we have the opportunity to join part of a wider VW sports team and interact further with our colleagues at VW Group. There are often individual departmental events and the company hosts 'lunch and learn' sessions with different departments.

Yes

VWFS is a great company to work for and I cannot say I have ever encountered an unfriendly face! I knew I wanted to work for VWFS after attending a public open day, and being able to feel the positive energy of both the company and the energetic work environments. There is always room for progression/the opportunity to switch careers with the multitude of departments at VWFS.

Do your research - we don't make cars! Be prepared for a rigorous interview process, it is tough but ultimately so rewarding if you are successful. The apprenticeship offers a competitive apprenticeship salary, consider the excellent company benefits included with a role here. It is important to present yourself professionally, but even more important to make your personality clear. I believe that more often than not successful applicants are chosen based on personality and fit rather than just professionalism/qualifications!