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Are you a confident, customer‑focused professional with a talent for building rapport and delivering great results? We’re looking for a Sales and Retention Advisor to join our contact centre team and play a key role in engaging customers, understanding their needs, and delivering solutions that drive loyalty, satisfaction, and business growth. 📍 Location: Blackpool Head Office 💰 Salary: £25,386 basic + commission + competitive benefits 📅 Status: Permanent, Full-Time (Monday to Friday) Join the Voice of Small Business Since 1974, the Federation of Small Businesses (FSB) has been the trusted voice of millions of small businesses and self‑employed people across the UK, supporting them to start, run and grow their businesses. We provide expert advice, market‑leading member benefits, local support, and strong campaigning on the issues that matter most, working closely with governments and decision‑makers to drive real change. Now, we’re looking for a passionate Sales & Retention Advisor to join our dynamic Contact Centre team and help us continue making a difference. What You’ll Be Doing As a Sales & Retention Advisor, your day will be filled with meaningful conversations: • 💬 Engage with new and existing members to ensure they see the ongoing value of their membership and secure renewals., • 📲 Handle inbound and outbound sales calls you’ll handle inbound and outbound sales calls, whether from new sales enquiries looking to join or from existing members. You will also offer solutions to members considering cancellation., • 📞 Follow up with potential interested members, helping them understand how FSB can support their business with an FSB membership., • 🎯 Work towards targets in membership growth, retention, and quality—celebrating success with a supportive team. You’ll build genuine relationships, listen actively, and showcase the full range of FSB benefits—from expert advice and financial support to networking opportunities. What We’re Looking For We’re seeking someone who: • Thrives in a target-driven environment, • Has experience in sales, retention, or customer engagement (phone or face-to-face), • Communicates confidently and clearly, • Is comfortable using CRM systems, in particular Salesforce, and understands GDPR, • Has a genuine passion for helping small businesses succeed Why You’ll Love Working Here • 💰 Commission & no weekend work, • 🏖️ 26 days’ holiday + bank holidays (with the option to buy 3 days with your Annual Flex Pot*), • 💼 Annual Flex Pot for extra benefits (e.g., pension top-ups, gym discounts), • 🩺 Health cash plan (Access to claim back numerous benefits, including towards dental treatment, optical, chiropody, physiotherapy, counselling, health and wellbeing), • 🛡️ Critical illness & income protection insurance, • 👶 Enhanced maternity & paternity pay, • 🧠 Mental health support & employee assistance programme Ready to Apply? Send your CV and cover letter to 13 May 2026. Late applications may be considered if the first round is unsuccessful. As an equal opportunities employer, FSB is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We believe there is a strong case for the Equality, Diversity and Inclusion agenda and aspire to have a diverse and inclusive workplace, where all employees can bring their whole self to work. We strongly encourage suitably qualified applicants from a range of backgrounds to apply and join FSB. Candidates with a disability who require reasonable adjustments should contact the HR department. All applicants must be able to provide at interview stage their highest education certificates as listed on their CV and verification of their eligibility to work in the UK.

Are you a confident, customer‑focused professional with a talent for building rapport and delivering great results? We’re looking for a Sales and Retention Advisor to join our contact centre team and play a key role in engaging customers, understanding their needs, and delivering solutions that drive loyalty, satisfaction, and business growth. 📍 Location: Blackpool Head Office 💰 Salary: £25,386 basic + commission + competitive benefits 📅 Status: Permanent, Full-Time (Monday to Friday) Join the Voice of Small Business Since 1974, the Federation of Small Businesses (FSB) has been the trusted voice of millions of small businesses and self‑employed people across the UK, supporting them to start, run and grow their businesses. We provide expert advice, market‑leading member benefits, local support, and strong campaigning on the issues that matter most, working closely with governments and decision‑makers to drive real change. Now, we’re looking for a passionate Sales & Retention Advisor to join our dynamic Contact Centre team and help us continue making a difference. What You’ll Be Doing As a Sales & Retention Advisor, your day will be filled with meaningful conversations: • 💬 Engage with new and existing members to ensure they see the ongoing value of their membership and secure renewals., • 📲 Handle inbound and outbound sales calls you’ll handle inbound and outbound sales calls, whether from new sales enquiries looking to join or from existing members. You will also offer solutions to members considering cancellation., • 📞 Follow up with potential interested members, helping them understand how FSB can support their business with an FSB membership., • 🎯 Work towards targets in membership growth, retention, and quality—celebrating success with a supportive team. You’ll build genuine relationships, listen actively, and showcase the full range of FSB benefits—from expert advice and financial support to networking opportunities. What We’re Looking For We’re seeking someone who: • Thrives in a target-driven environment, • Has experience in sales, retention, or customer engagement (phone or face-to-face), • Communicates confidently and clearly, • Is comfortable using CRM systems, in particular Salesforce, and understands GDPR, • Has a genuine passion for helping small businesses succeed Why You’ll Love Working Here • 💰 Commission & no weekend work, • 🏖️ 26 days’ holiday + bank holidays (with the option to buy 3 days with your Annual Flex Pot*), • 💼 Annual Flex Pot for extra benefits (e.g., pension top-ups, gym discounts), • 🩺 Health cash plan (Access to claim back numerous benefits, including towards dental treatment, optical, chiropody, physiotherapy, counselling, health and wellbeing), • 🛡️ Critical illness & income protection insurance, • 👶 Enhanced maternity & paternity pay, • 🧠 Mental health support & employee assistance programme Ready to Apply? Send your CV and cover letter to 13 May 2026. Late applications may be considered if the first round is unsuccessful. As an equal opportunities employer, FSB is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We believe there is a strong case for the Equality, Diversity and Inclusion agenda and aspire to have a diverse and inclusive workplace, where all employees can bring their whole self to work. We strongly encourage suitably qualified applicants from a range of backgrounds to apply and join FSB. Candidates with a disability who require reasonable adjustments should contact the HR department. All applicants must be able to provide at interview stage their highest education certificates as listed on their CV and verification of their eligibility to work in the UK.

* * SALARY: Starting from27,422 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 Fixed term, 35 hours p/w CLOSING DATE: 10/05/2026 We reserve the right to close the advert earlier If we receive a high volume of applications. We’re looking for a Senior Collections and Recoveries Advisor to act as a Subject Matter Expert within the department. Supporting colleagues in becoming experts within their role, whilst spending around 50% of time directly supporting customers themselves. This specialist role will be instrumental in assessing our customer’s individual circumstances in order to resolve overall VWFS arrears levels while ensuring our regulatory and customer commitments are achieved. What you’ll be doing: • Take full ownership and use initiative to resolve customer arrears within first contact resolution and deliver a personal service “making VWFS easy to do business with", • Provide technical coaching and training for Collections Advisors to enable them to effectively manage and resolve customer arrears, • Act as Collections role model demonstrating core skills around negotiation, difficult conversations, vulnerable customer management and active listening, • Coach and develop C&R Advisors on escalated calls, emails and letter checking to increase competence, • Provide clear and concise process expertise on a defined range of arrears and vulnerable customer processes and be recognised by others as a point of contact for advice, guidance and process improvement, • Provide first line support and guidance for Advisors and deputise for Team Manager where appropriate, • Support, coach and guide new C&R Advisors during the training and induction phase to embed knowledge and skill set for the role, • Work to agreed service levels, quality targets and operational metrics as determined by the department relating to all aspects of Collections and Recoveries and Customer experience, • Supporting recruitment up to Band 2 to ensure key departmental KPI’s are achieved, • Demonstrate subject matter expert knowledge and behaviour when identifying and managing vulnerable customers and complaints Complete administrative tasks as per team requirements What you’ll bring: We are looking for a candidate that already has a sound understanding of Collections and Recoveries. Essential experience & skills • Demonstrable understanding of all relevant aspects legislation/requirements including but not limited to TCF, FCA, FOS, • Experience of working in a complaints environment, either within financial services or another industry type, • Proven experience in credit collections, • Previous customer service centre, call centre or finance company experience is desirable, • An understanding of the Data Protection Act and Consumer Credit Act is desirable, • Good knowledge of a wide range of processes and business systems i.e. SAP, CMS, CRM is desirable, • Strong communication skills at all levels including Senior Management and external stakeholders 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. * * * 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.