BMW Group Financial Services UK is looking for a Private Customer Escalations Executive, a Fixed-Term Contract until December 2026. This role is based at the Summit ONE Campus in Farnborough.
The Escalations Executive is the main contact for Private Customers raising complaints via various channels. The role involves investigating, managing, and resolving complaints to secure positive customer outcomes, minimize financial loss and protect brand reputation. The Executive will monitor complaint progress, identify trends, and elevate issues as needed while ensuring compliance with regulatory timeframes and company policies.
What awaits you?
* Resolve Private Customer complaints to achieve good outcomes while protecting company interests and brand reputation.
* Ensure all complaint handling meets regulatory deadlines, including acknowledgment and holding letters.
* Maintain professional relationships with customers, retailers, and brokers; elevate retailer/broker issues when necessary.
* Manage workload efficiently, prioritising cases and advising managers on escalations or delays.
* Ensure thorough, clear, and compliant communication with customers, including prior to legal escalation.
* Investigate and respond to Action Alerts promptly, highlighting trends to mitigate dissatisfaction.
* Log and manage breaches per company policy, ensuring root cause analysis and timely closure.
* Support continuous improvement by reviewing complaint procedures and identifying process enhancements.
* Handle difficult and vulnerable customer interactions empathetically and in line with FCA requirements.
* Manage complex complaints and prepare comprehensive final responses.
What should you bring along?
* Strong academic background.
* Knowledge of FCA Complaint Handling Rules (DISP) and relevant consumer protection laws.
* Experience in customer service, preferably within Automotive or Regulated Financial Services.
* Understanding of complaint environments and regulatory compliance.
* Excellent communication and interpersonal skills.
* Ability to work independently, prioritise tasks, and manage time effectively.
* Proficiency in Microsoft Office.
* Analytical skills and ability to work at both detailed and strategic levels.
* Knowledge of Motor Trade Law and regulatory authorities is advantageous.
Closing Date: 2nd April 2026.
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, so please discuss your individual requirements as part of the application process to help us agree on a suitable arrangement.
We place great importance on equal treatment and equal opportunities. Our recruiting decisions are based on the personality, experience, and skills of the applicants.
Learn more here.
We are proud to be part of the Disability Confident scheme, which supports employers in making the most of the talents disabled people bring to the workplace.
Successful candidates will be required to complete background screening checks, and the offer of employment will be subject to satisfactory results. These checks include references, right to work, IT system Compliance Integrity Check (COIN), CV, and relevant qualifications. Additional checks may include criminal records, adverse financial (credit), directorships, address verification, internet research, and/or driving licence. If you have any queries about these checks, please discuss them with us, and we will be happy to provide further details.
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