CUSTOMER ESCALATIONS EXECUTIVE

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.

We want to keep driving towards the future, so our team in Farnborough is currently seeking to recruit a Customer Services Executive to join the team on a 12 Month Fixed Term Contract

To be the first point of contact for Customers who are showing dissatisfaction and wanting to raise a complaint. Complaints can be received by email, letter, phone, online forms, action alerts or escalations from Senior Management.

The purpose of the role is to investigate, manage, resolve and reduce customer complaints on behalf of BMW Group Financial Services and associated brands, to be responsible for monitoring and owning progress of individual cases, bringing any trends to their Managers attention.

Providing our customers an exceptional service ensuring our KPI’s and SLA’s are met and that we balance the customer and business needs.

• Ensuring all regulatory timeframes are met in all complaint handling processes
• Review correspondence to ensure consistency and brand compliance
• Establish and maintain professional customer, retailer and broker relationships
• Highlight to the Manager issues with particular retailers/brokers 
• Plan, prioritise and structure own workload to manage time effectively to ensure deadlines are achieved
• Advise Manager of cases which are likely to require their intervention, FOS and Legal intervention or where time delays are required.

Qualifications

• Financial background is desirable
• Previous experience in a customer service role in the Automotive or Financial Services industry is desirable
• Excellent telephone manner and proven oral and written communication skills
• Knowledge of company’s existing policies relating to complaints and collections would advantageous
• Desirable - Knowledge of the consumer right acts and/or Motor Trade law
• Computer literate with sound knowledge of all Microsoft Office packages.

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