Customer Experience Executive

2 weeks ago


Farnborough Hampshire, United Kingdom BMW Group Full time

Customer Interaction Services Farnborough 03.05.2024

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Customer Experience Executive

Alphabet is Europe’s leading provider of Business Mobility services; we help our Corporate, SME and Public Sector customers meet the changing business travel needs of their employees. It’s an exciting, inspiring place to work and a dynamic, fast-changing market. We’re now looking for a talented Escalations Executive to join our team.

We provide innovative products and services that are radically changing the way organisations finance, manage and use their company vehicles. We are also a key player in the growth of low and zero emission vehicles in the UK.

Across the globe, Alphabet funds and manages over 600,000 vehicles in 21 countries, whilst in the UK we manage a fleet of over 150,000 vehicles on behalf of our customers. We started here - in the UK - in 1997

Business Customer Escalations Executive

In this role, you will log, investigate and effectively resolve any complaints received into the business whilst identifying trends and monitoring preventative actions that have been implemented.

  • Ensure that all contacts are handled within SLAs
  • Effectively manage cases/workload whilst adhering to SLAs, guidelines and regulations
  • Take ownership of, and deal with, a wide range of enquiries/concerns/complaints in an efficient and professional manner by identifying and understanding what the customer really needs to resolve the underlying issue.
  • Resolution of complaints within agreed redress levels
  • Accurately record, monitor and follow-up on contacts

About the role:

In this role, reporting to the Business Escalations Manager, you will log, investigate and effectively resolve any complaints received into the business whilst identifying trends and monitoring preventative actions that have been implemented.

  • Effectively manage complex complaint cases whilst adhering to SLAs, guidelines and regulations
  • Take ownership of a wide range of complaints in an efficient and professional manner by identifying and understanding what the customer really needs to resolve the underlying issue.
  • Resolve complaints within agreed redress levels.
  • Accurately record, monitor and follow-up on contacts

About the successful candidate:

Are you committed to providing excellent customer service and good customer outcomes? Do you have knowledge of consumer credit complaints? Do you have a proactive and positive approach to solving customer complaints and understanding root cause? Are you comfortable interacting with all levels of management? Do you have strong influencing skills and an ability to challenge the norm?

  • Demonstrable/previous experience operating in a complaints team – preferably within Financial Services or other regulated environment.
  • Knowledge of financial servicesindustry
  • The ability to prioritise and multi-task.
  • Knowledge of Financial Conduct Authority regulations and principles, specifically, DISP and TCF
  • Knowledge of the aims and objectives of the Financial Ombudsman Service (FOS) and experience of interacting with FOS
  • Investigation and problem-solving skills
  • Experience of using a Complaints Management System

Closing Date: 19th May 2024

At BMW Group, we are committed to offering our employees the right balance between work and personal life.We pride ourselves on being a flexible employer and for most roles, it could be possible to agree flexible hours, job share, compressed hours or part-time working hours and so please discuss your individual requirements as part of the application process so we can try to agree a suitable arrangement. [For this role, we also support a hybrid model which combines remote and office working.] #LI-Hybrid

In 2024 BMW Group Financial Services UK was recognised as a Top Employer. We invest in our employees and embrace a culture of flexible working as well as promoting a positive, supportive culture and working environment. We are based in prestigious offices in Farnborough that provide a great place to work with good people and an exciting, engaging, industry leading brand.

Successful candidates will be required to complete background screening checks and the offer of employment will be subject to results which we consider are satisfactory.Checks will include references, right to work, IT system Compliance Integrity Check (COIN), CV and relevant qualifications. Checks may also include criminal records, adverse financial (credit), directorships, address, internet research and/or driving licence. If you have any queries on any of these checks, please discuss with us and we will be happy to go through with you in more detail.

We are proud to be a part of the Disability Confident scheme. The scheme supports employers to make the most of the talents disabled people can bring to the workplace.

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