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