Customer Experience & Escalation Manager

BMW Group; Farnborough; On-site; GBP 45,000 - 65,000; Full time

Job summary

BMW Group UK is seeking a Customer Service Manager based at Summit One Campus, Farnborough. You will be the escalation point for customer issues, oversee retailer performance, and drive exceptional customer experience in line with the Number One - Next strategy.

Role requires strong communication, negotiation, and relationship skills, with a proactive approach to problem solving and reporting on trends affecting customers and dealers.

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.

Responsibilities

• Investigative / problem solving and manage solutions in instances of customer dissatisfaction.
• Apply all appropriate resources to resolve cases, using financial and non-financial tools.
• Act as guardian of the BMW Group by supporting customers and retailers with goodwill and vehicle repurchase decisions, minimising cost exposure.
• Monitor and report on key trends in consumer behaviour, product issues and dealer performance to provide effective solutions.
• Monitor and report on retailer networks use of financial resources and case management.
• Coach, consult and train business areas, retailers and suppliers on dispute resolution at GSM, HOB and Aftersales Manager level.
• Retain customers and turn challenging situations into brand ambassadors.
• Provide outcomes that maintain best-in-industry levels of commercial and personal support to retailers and customers.

Skills

Customer-facing experience

Relationship management

Negotiation

Stakeholder engagement

Education

GCSE/O-Level English & Maths

A-Levels

Degree-level qualifications desirable

Tools

Microsoft Excel

Microsoft Word

Job description

BMW Group UK is seeking a Customer Service Manager based at Summit One Campus, Farnborough. You will be the escalation point for customer issues, oversee retailer performance, and drive exceptional customer experience in line with the Number One - Next strategy.

Role requires strong communication, negotiation, and relationship skills, with a proactive approach to problem solving and reporting on trends affecting customers and dealers.