Customer Experience & Escalation Manager

BMW Group; Farnborough; Hybrid; GBP 42,000 - 64,000; Full time

Job summary

BMW Group UK is seeking a Customer Service Manager at Farnborough to act as the gatekeeper for customer issues, monitor dealer performance, and lead resolution strategies. You will coach retailers and internal teams on dispute resolution while safeguarding commercial interests.

The role requires strong customer-facing abilities, relationship management and financial acumen, with a focus on delivering outstanding customer outcomes within the motor industry.

Qualifications

• Educated to GCSE/O-Level standard (Grade C or above) in English and Mathematics.
• Proven ability to perform effectively in a fast-paced, high-pressure environment.
• Strong customer-facing experience with excellent relationship management, negotiation and stakeholder engagement skills.
• Exceptional written and verbal communication skills, with the ability to produce high-quality professional correspondence.
• Commercially minded, with sound business and financial acumen and an understanding of customer and business impacts.
• Self-motivated team player who can work independently, build rapport quickly and influence a wide range of stakeholders.
• Experience in customer relations, with dealership performance management experience advantageous.
• Passion for delivering outstanding customer outcomes, supported by a strong understanding of the motor industry, consumer legislation, financial products and Microsoft Office applications, particularly Excel and Word.
• Closing Date: Friday 13th November

Responsibilities

• Serve as the gatekeeper for BMW brands in defects, service issues, injuries and sensitive cases.
• Escalate and report cases as the highest point of escalation within the business.
• Monitor retailer performance and drive excellence in customer experience.
• Coach, train and support retailers and internal teams on dispute resolution.
• Analyze trends in consumer behaviour and dealer performance to inform strategy.
• Support goodwill and repurchase decisions while managing cost exposure.
• Ensure timely resolution using available financial and non-financial tools.
• Maintain strong customer outcomes and convert challenging cases into positive brand advocacy.

Skills

Customer-facing experience

Relationship management

Negotiation

Stakeholder engagement

Written and verbal communication

Commercial awareness

Financial acumen

Independent work

Education

GCSE/O-Level English & Maths

A-Level and degree-level qualifications desirable

Tools

Microsoft Excel

Microsoft Word

Job description

BMW Group UK is seeking a Customer Service Manager at Farnborough to act as the gatekeeper for customer issues, monitor dealer performance, and lead resolution strategies. You will coach retailers and internal teams on dispute resolution while safeguarding commercial interests.

The role requires strong customer-facing abilities, relationship management and financial acumen, with a focus on delivering outstanding customer outcomes within the motor industry.