BMW Customer Complaints Handler

Concentrix; Farnborough; Hybrid; GBP 23,000 - 31,000; Full time

Benefits offered by this job

Hybrid role

Ongoing training

Annual leave 28 days

Onsite parking

Canteen on site

Job summary

Concentrix is recruiting for a BMW Customer Complaints Handler in Farnborough. You will manage complaints from initial contact to resolution with empathy, professionalism and a focus on customer satisfaction.

The role is hybrid, offering office-based and remote work with a Monday–Friday pattern and weekend rotation. As a proven communicator with strong investigation skills, you will engage with BMW, MINI and Motorrad customers, escalating when needed and maintaining brand standards across all

Qualifications

• Previous experience in customer service, complaints handling or a customer-facing role is desirable.
• Excellent verbal and written communication skills.
• Experience handling high volume of customers via multiple channels.

Responsibilities

• Handle customer complaints relating to BMW, MINI and Motorrad products, services and experiences.
• Investigate complaints by reviewing information, case notes and documentation.
• Communicate with customers via telephone, email and written correspondence.

Skills

Customer focus

Empathy

Investigation

Communication

Conflict resolution

Attention to detail

Ownership

Tools

Microsoft Office

CRM systems

Databases

Job description

Job Title

BMW Customer Complaints Handler

Job Description

Join Concentrix Today! Make amazing moments; start your career at Concentrix and join one of the UK's fastest growing customer experience outsourcers.

Job Overview

The successful candidate will handle customer complaints from initial contact through to resolution, ensuring each case is managed with empathy, professionalism and a strong focus on customer satisfaction.

Key Responsibilities

• Handle customer complaints relating to BMW, MINI and Motorrad products, services, and customer experiences.
• Investigate complaints thoroughly by reviewing customer information, case notes, correspondence and relevant documentation.
• Communicate with customers via telephone, email and written correspondence in a professional and empathetic manner.
• Take ownership of complaints, ensuring cases are progressed efficiently and resolved within agreed timescales.
• Identify the root causes of complaints and work with relevant internal teams, dealerships and other stakeholders to reach appropriate resolutions.
• Provide clear, accurate and well-written responses to customers, explaining outcomes and decisions where necessary.
• Follow company processes, client guidelines and relevant regulatory requirements when handling complaints.
• Manage challenging conversations confidently, demonstrating patience, active listening and effective conflict-resolution skills.
• Escalate complex or sensitive complaints to the appropriate teams when required.
• Act as brand ambassador by expressing passion for BMW, ensuring brand related customer treatment.
• Develop and maintain an in-depth level of knowledge around the brand, products, processes, policies and systems to ensure all of the role's responsibilities can be carried out.

Skills And Experience Required

Previous experience in customer service, complaints handling or a customer-facing role is desirable.

• Excellent verbal and written communication skills.
• Experience of communicating with a high volume of customers to deliver an outstanding service, ideally in a contact centre using social media and a variety of other channels i.e. telephone, email.
• Strong investigation, problem-solving and decision-making abilities.
• A professional and empathetic approach when dealing with dissatisfied customers.
• Excellent attention to detail and the ability to manage multiple cases simultaneously.
• Actively create trust with the customer, demonstrating an open and honest approach.
• Good organisational and time-management skills.
• Confidence using computer systems, databases and Microsoft Office applications.
• The ability to remain calm and professional when dealing with difficult or emotionally charged situations.

Core Skills Needed

• Customer focus and empathy
• Complaint investigation and resolution
• Strong written communication
• Conflict resolution and negotiation
• Attention to detail
• Accountability and ownership

About The Role – KSP’s

Represent BMW, one of the world’s leading premium automotive brands.

Exciting opportunity to deliver excellent customer service, develop your skills and build your career, with opportunities for career progression.

The chance to attend major sporting events as a BMW guest, giving the opportunity to experience the brand beyond your day-to-day role.

What We Offer

• Salary: £26,520 and pension
• 40 hours per week on a permanent contract
• Rotational shifts between Monday-Friday 8am-7pm, Saturday 9am-5.30pm
• Hybrid Role 3 days office, 2 days home - First 12 weeks are office based
• Ongoing training & development
• Access to a range of employee benefits
• Annual leave starting at 28 days/annum (pro-rata)
• A vibrant office-based role with a great team
• Onsite canteen
• Free onsite parking
• Referral programme - refer friends or family to work with Concentrix!

Concentrix is an equal opportunity employer. We are committed to creating a diverse environment and are proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.