Escalations Specialist — Private Customer Complaints (Hybrid)

BMW Group; Farnborough; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading automotive company in Farnborough seeks a Private Customer Escalations Executive for a Fixed-Term Contract. This role involves resolving customer complaints, ensuring regulatory compliance, and maintaining relationships with customers and retailers. Ideal candidates will have strong customer service experience and knowledge of FCA regulations. Flexibility in work hours is supported as part of the hybrid working model offered by the company. Competitive benefits and a positive work culture await.

Benefits

Flexible working hours

Hybrid work model

Employee resource groups

Qualifications

• Experience in customer service, preferably within automotive or regulated financial services.
• Understanding of complaints environments and regulatory compliance.
• Knowledge of Motor Trade Law and regulatory authorities is advantageous.

Responsibilities

• Resolve Private Customer complaints to achieve good outcomes.
• Manage workload efficiently, prioritising cases.
• Conduct thorough communication with customers, including before legal escalation.
• Support continuous improvement by reviewing complaint procedures.

Skills

Knowledge of FCA Complaint Handling Rules

Customer service experience

Excellent communication skills

Analytical skills

Education

Strong academic background

Tools

Microsoft Office

Job description

A leading automotive company in Farnborough seeks a Private Customer Escalations Executive for a Fixed-Term Contract. This role involves resolving customer complaints, ensuring regulatory compliance, and maintaining relationships with customers and retailers. Ideal candidates will have strong customer service experience and knowledge of FCA regulations. Flexibility in work hours is supported as part of the hybrid working model offered by the company. Competitive benefits and a positive work culture await.