General Manager Fleet Customer Services

SALARY:  Starting from £69,300 pa dependent on experience

LOCATION: 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 per week

CLOSING DATE: 23/06/2026 We reserve the right to close the advert earlier If we receive a high volume of applications.

We’re looking for a General Manager of Fleet Customer Services to lead, inspire and manage the operational performance of our large award-winning Customer Services function, ensuring we deliver outstanding service to our customers while working in close collaboration with key internal and external stakeholders and our Sales and Account Management teams covering Corporate, Strategic, Direct and Intermediary customer bases.

This high-impact and strategic role will be instrumental in delivering market-leading customer service and satisfaction, driving high performance across teams, and driving the future strategic direction of VWFS Fleet. It will also ensure the customer journey is managed compliantly within all regulatory and legal frameworks, while supporting our ambition to become the number one leasing company.

What you’ll be doing:

• Lead and develop high-performing operational teams to deliver excellent customer outcomes and achieve strategic and regulatory objectives
• Define and manage KPIs and KRIs, ensuring performance is tracked and risks are effectively controlled
• Oversee service level performance, using insight and reporting to drive continuous improvement
• Support the rollout and optimisation of a new finance platform across Customer Services
• Drive ongoing improvements to customer service, enhancing retention and attracting new business
• Streamline the quote-to-order and delivery process, improving alignment with vehicle purchasing and ensuring smooth delivery within SLAs
• Align teams and functions to maximise efficiency, collaboration and operational effectiveness
• Foster a positive, high-performance culture aligned to company values and in line with our DE&I framework
• Lead change initiatives and build capability to support business growth
• Encourage and embed continuous improvement across processes, systems and ways of working
• Ensure full compliance with regulatory requirements, including FCA standards and Treating Customers Fairly (TCF) and Consumer Duty principles
• Partner with Risk teams to manage operational risk and support governance forums
• Oversee customer complaint handling in line with company policies
• Build strong relationships with dealers, manufacturers, suppliers and all key stakeholders to enhance service delivery
• Represent Fleet in governance forums, providing visibility of customer outcomes and improvements
• Manage budgets, headcount and cost centres to deliver against financial and operational objectives
• Minimise regulatory and commercial risk through effective oversight of high-risk processes

What you’ll bring:

You’ll be a strategic and people-focused leader with extensive experience driving performance, leading large teams, and delivering operational excellence in a customer-focused, regulated environment.

You’ll have a strong delivery mindset with a passion for continuous improvement, customer experience, and leading change—balancing commercial outcomes with effective risk management and a highly engaged, high-performing culture.

Essential experience & skills

• Extensive senior leadership experience in customer-facing environments
• Proven track record in people leadership, managing and developing large teams
• Strong experience in change management across people, culture, technology and processes
• Experience managing risk, budgets and financial performance
• Background in Financial Services and/or Automotive (e.g. Fleet Management)
• Strong understanding of regulatory requirements (including FCA) and risk frameworks
• Excellent communication, influencing and stakeholder management skills
• High levels of emotional intelligence and self-awareness
• Ability to build strong relationships and collaborate across functions and with external partners
• Skilled in coaching and motivating teams, using approaches such as situational leadership
• Demonstrated ability to drive performance, continuous improvement and customer experience enhancements
• Strong analytical and decision-making skills, with a proactive and solutions-focused mindset
• Able to work at pace, manage complex and competing priorities and adapt to changing business needs
• Experience working with third-party suppliers and cross-functional teams

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 and fuel card

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.

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.