REAL ADDED VALUE: A CONTENTED CUSTOMER.
WE ALWAYS GO THE EXTRA MILE. USE NUMBERS. CREATE JOY. BMW FINANCIAL SERVICES.

It takes a team with exceptional interpersonal skills and a can-do attitude to deliver great customer service. People who are always prepared to go the extra mile to find solutions that satisfy the needs of our customers and business. People who want to place themselves optimally to develop their capabilities. So if you enjoy a culture of open exchange and mutual trust, and you’d like to take on a fast-paced role within a highly motivated team, join us in driving the future of personalised financial services.

Our team in Farnborough, Hampshire, is currently looking for Customer Service specialists to join our Collections and Recovery team, who will support our customers with their financial journey with us on an 12 Month Fixed Term Contract commencing January 2022.

Working as a Collections and Recovery Advisor at BMW Financial Services involves optimising customer contact through understanding customers’ financial circumstances and collecting outstanding arrears.

You will be speaking to customers over the phone, you’ll agree repayment plans, reduce potential risk and secure customer payments whilst working within the guidance of the FCA's Treating Customers Fairly Principle. Balancing customer needs against commercial viability and company brand values, you'll also support management in change activities to enable process improvement and regulatory compliance.

Qualifications

• Previous customer service experience essential - could be retail based but ideally should possess some phone based experience of customer service as this role involves high volume internal and external calls.
• Must have proactive time management skills and be able to use your own initiative.
• GCSE Maths and English
• Must be articulate and have both excellent verbal and written business English skills.
• Competent user of Microsoft Office packages; ideally should be comfortable using multiple packages/systems at the same time.
• Be capable of handling conflict, negotiating and avoiding confrontation with the ability to prioritise tasks.
• Able to extract information by using appropriate questioning techniques, to make informed decisions to optimise cash collection and to resolve any potential breaches of contract.
• Team player with a high level of motivation and resilience

As part of your role, you will work a 37.5 hour week on an alternating shift pattern between 8.30am – 6.00pm as well as some Saturdays on a rota basis.

Please be aware the initial training period of up to two months where you will be required to be on-site in our offices in Farnborough, Following the training period you will have the opportunity work Hybrid (2-3 days from home).

 
If you’ve got telephone customer service experience in a B2C (business to customer) financial services environment and are passionate about providing excellent customer care we’d like to hear from you.

In return we have an attractive flexible benefits scheme, with the option to select from:

• Car Scheme
• Pension Scheme
• Permanent health insurance
• Medical screening
• Healthcare cash plan
• Dental cover
• Competitive holiday entitlement
• Bonus scheme (subject to scheme rules)

You will be working in a highly engaged environment and an investors in people gold organisation.
At BMW Group, we are open to requests for alternative working patterns. For most roles, the following could be possible: flexible hours, job shares, compressed hours or part-time working.

All applications should include an up to date CV. The initial interview will be carried out via video.

All successful candidates will be required to complete a credit check.

This role will be advertised as rolling recruitment and we will fill roles once we have found suitable candidates.