Customer Experience Executive - Farnborough, United Kingdom - BMW

BMW

Verified Company

Farnborough, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Alphabet is Europe's leading provider of Business Mobility services; we help our Corporate, SME and Public Sector customers meet the changing business travel needs of their employees.

It's an exciting, inspiring place to work and a dynamic, fast-changing market. We're now looking for a talented Escalations Executive to join our team.

We provide innovative products and services that are radically changing the way organisations finance, manage and use their company vehicles.

We are also a key player in the growth of low and zero emission vehicles in the UK.

Across the globe, Alphabet funds and manages over 600,000 vehicles in 21 countries, whilst in the UK we manage a fleet of over 150,000 vehicles on behalf of our customers.

We started here - in the UK - in 1997

Business Escalations Executive - 12-Month FTC

In this role, you will log, investigate and effectively resolve any complaints received into the business whilst identifying trends and monitoring preventative actions that have been implemented.

Ensure that all contacts are handled within SLAs
Effectively manage cases/workload whilst adhering to SLAs, guidelines and regulations
Take ownership of, and deal with, a wide range of enquiries/concerns/complaints in an efficient and professional manner by identifying and understanding what the customer really needs to resolve the underlying issue
Resolution of complaints within agreed redress levels
Accurately record, monitor and followup on contacts

Skills & Experience

Demonstrable/previous experience operating in a complaints team preferably within Financial Services or other regulated environment
Knowledge of financial services industry
Excellent written and verbal communication skills
The ability to prioritise and multitask
Knowledge of Financial Conduct Authority regulations and principles, specifically, DISP
Impartial investigation and problemsolving skills
Ability to drive organisational change as a result of complaint learnings

About the role:

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.

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 followup on contacts

Qualification:

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?

Desired knowledge/experience:

Demonstrable/previous experience operating in a complaints team preferably within Financial Services or other regulated environment

Knowledge of financial services industry
The ability to prioritise and multitask
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 problemsolving 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.

This vacancy has been graded at ELVI

Closing date:30th March 2023