BMW Group Financial Services UK is looking for a Customer Escalations Executive. This role is based at the Summit ONE Campus in Farnborough.
Business Customer Escalations Executive – 12 Month FTC
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.
What awaits you
- 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
What should you bring along?
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.
- Excellent letter and email writing skills with great verbal communication skills
- 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
- Impartial investigation and problem-solving skills
- Experience of using a Complaints Management System
- Ability to drive organisational change as a result of complaint learnings.
- Understanding of NPS and business improvements advantageous but not essential
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 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.
Closing date: 21th April 2024
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.
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