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Customer Escalations Executive

4 months ago

Farnborough, United Kingdom BMW Group Full time

BMW Group Financial Services UK is looking for a Private Escalations Executive. This role is based at the Summit ONE Campus in Farnborough.

Private Escalations Executive

WHAT AWAITS YOU?

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.

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.

Providing our customers an exceptional service ensuring our Key Performance Indicators and Service Level Agreements are met and that we balance the customer and business needs.

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

What should you bring along?

Excellent interpersonal & active listening skills. Clear communication skills (verbal & written) Previous call centre experience would be an advantage Multitasking skills and good organisational abilities Ability to work calmly under high-stress situations Strong attention to detail

Desirable

Previous call centre experience would be an advantage Previous experience in a customer service role in the Automotive or Financial Services industry is desirable Knowledge of the consumer right acts and/or Motor Trade law Financial background is desirable

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

Pension scheme Permanent health insurance Medical screening Healthcare cash plan Dental cover Competitive holiday entitlement 

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.

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.

All applications should include an up to date CV

The initial assessment will be carried out via a video interview. 

Successful candidates will be required to complete background checks.

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.

Rolling recruitment, this advert will be closed on successful appointment.