Polestar Business Manager

Who are we?

Volvo Car Financial Services UK (VCFSUK) is a joint venture business, part-owned by Volvo Cars and Santander Consumer Finance. We operate across the UK’s Volvo retailer network, providing financial services to customers, and also support Polestar and the London Electric Vehicle Company (LEVC). At VCFSUK, we place people at the heart of everything we do, setting us apart from others in the industry. If you believe in the power of people and share our passion for human-centric innovation, you’ll thrive here with like-minded colleagues who are committed to making a real difference.

What's in it for you?

People are the foundation of our business. We want you to innovate, challenge the status quo, and build a meaningful career at VCFSUK. In return, we offer a competitive basic salary of circa £40,000 (depending on experience), along with a discretionary performance-related bonus. We believe in promoting work-life balance through hybrid working, offering greater flexibility and reducing our environmental impact while supporting your personal needs.

We offer a 35-hour flexible working week, 27 days annual leave plus bank holidays, and the opportunity to buy additional leave days. Alongside this, you can choose from a suite of flexible benefits. Health and wellbeing initiatives are at the core of what we offer, with charitable giving days and ample opportunities for personal growth and career development.

Other perks include a subsidised onsite restaurant, free refreshments and snacks, two cars through Volvo’s preferential employee lease car scheme, 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 journey toward zero-emission driving.

What you'll do

As the VCFSUK Operational Lead for Polestar Finance, you will report to the Operations and Services Manager. This key role involves maintaining a positive brand reputation for Polestar Finance and fostering long-term customer relationships. You’ll provide exceptional customer service, handling escalated issues and resolving conflicts in a professional and timely manner. Ensuring compliance with FCA guidelines is a central responsibility, and you’ll offer valuable insights to our brand partners, assisting them in making informed choices and adding value to the buying experience.

Key responsibilities include:

• Explaining and demonstrating the financial and leasing advantages for both private and business customers.
• Supporting Polestar Investor Retailers and the Polestar UK HUB with customer queries related to financial products and applications.
• Maintaining a high level of knowledge about finance products and offering face-to-face training.
• Developing retention strategies to maintain high customer satisfaction and loyalty within the Polestar database.
• Assisting in the onboarding process for new investor partners, sharing training materials, and acting as a point of escalation.
• Working with management to forecast volumes and strive to achieve targets.
• Establishing and nurturing strong relationships with brand partners.
• Conducting quality assurance assessments and reporting compliance status within customer-facing activities.
• Monitoring finance performance against targets while ensuring all processes are compliant.
• Ensuring strict adherence to all compliance and regulatory controls, including Consumer Duty principles, security, and GDPR.
• Identifying and addressing customer suitability and recommending appropriate financial options.
• Taking ownership of customer applications, ensuring all criteria are met and maintained.

Our core values

At VCFSUK, we expect our employees to embody three core values:

Excellence: We are driven to produce high-quality work and relentlessly pursue excellence. Mediocrity is not an option.
Bravery: We are willing to take calculated risks, propose innovative solutions, and stand up for our beliefs—even when it goes against popular opinion.
Collaboration: We communicate effectively, actively listen to others, and resolve conflicts while maintaining positive relationships with our colleagues.

Do you fit the profile?

We are looking for individuals who understand the key drivers for business growth and customer satisfaction. You should be experienced in developing and reporting on KPIs and SLAs. Knowledge of FCA regulations around treating customers fairly, consumer duty, and finance products is essential for this role.

Experience in process change within the automotive finance sector is highly desirable, as well as a detailed understanding of the business sales car market. Excellent customer service and communication skills are critical, with a demonstrated ability to meet deadlines and targets while maintaining a high standard of customer satisfaction.

Proficiency in business-level English, both verbal and written, is essential. You should have strong presentation, influencing, and negotiating skills and the ability to build rapport with diverse stakeholders. You will need to be adaptable, with a positive attitude toward changes in assignments and priorities. Calm under pressure, you should be highly organized with a strong attention to detail.

Diversify our future

At Volvo Car Financial Services UK, we are committed to fostering an inclusive and diverse workplace. We celebrate diversity in all its forms and are committed to equal opportunities for all our employees. We believe in creating a workplace where people can truly be themselves, thrive, and contribute to shaping the future of our business. Our commitment to diversity extends to hiring, recruiting, and promotion practices, ensuring that everyone has an equal opportunity to succeed.

How to learn more and apply

We do not accept email applications due to GDPR guidelines, so please submit your application through the provided link by Sunday, 8th December 2024. For more information or an informal chat, feel free to contact Vickie Ewins at vickie.ewins@vcfsuk.com

This job role offers an exciting opportunity to be part of a company that values people, innovation, and sustainability. If you’re looking for a challenging and rewarding role where you can grow and make a real impact, we’d love to hear from you!