Customer Service Manager

BMW Group UK is looking for a Customer Service Manager. 

A Customer Service Manager is the gatekeeper for our brands in situations such as defects, poor service, injury and commercially sensitive issues impacting our customers – reporting and reacting to cases as the highest point of escalation within the business. They play the pivotal role in controlling, monitoring and resolving all customer issues, whilst also managing the performance of retailers to achieve excellence in customer experience, a key component of BMW Group ‘Number One – Next’ Strategy and being Best for our Customers. 

This role is based at the Summit One Campus, Farnborough. 

What awaits you? 

• Investigative / problem solving.  Research, respond, and manage solutions in instances of customer dissatisfaction, living our ‘Best for our Customer’ values whilst safeguarding the commercial and reputational interests of the company. 

• Accountable for applying all appropriate resources available to resolve cases, using both financial and non-financial tools. 

• Act as the guardian / moral compass of the BMW Group, by supporting customers and retailers with goodwill and vehicle repurchase decisions, minimising cost exposure to the company. 

• To proactively monitor and report on key trends in consumer behaviour, key product issues and dealer performance, using this insight to provide effective solutions and adjust the BMW Groups position to reflect. 

• To proactively monitor and report on the retailer networks use of financial resource and overall case management.   

• Coach, consult and train business areas, retailers and suppliers on effective dispute resolution at GSM, HOB and Aftersales Manager level, whilst understanding the commercial challenges of each location / geographic area. 

• Retain customers with our brands and use challenging circumstances to react positively and turn customers into brand ambassadors 

• Provide inspirational outcomes that maintain best in industry levels of commercial and personal support to retailers and customers 

What should you bring along? 

• Educated to GCSE/O-Level standard (Grade C or above) in English and Mathematics; A-Level and degree-level qualifications desirable. 

• 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 

At BMW Group, we are committed to offering our employees the right balance between work and personal life. We pride ourselves on being a flexible employer, so please discuss your individual requirements as part of the application process to help us agree on a suitable arrangement 

At BMW Group, we place great importance on equal treatment and equal opportunities. Our recruitment decisions are based on the personality, experience, and skills of the applicants. 
Learn more here.  

Successful candidates will be required to complete background screening checks, and the offer of employment will be subject to satisfactory results. These checks include references, right to work, IT system Compliance Integrity Check (COIN), CV, and relevant qualifications. Additional checks may include criminal records, adverse financial (credit), directorships, address verification, internet research, and/or driving licence. If you have any queries about these checks, please discuss them with us, and we will be happy to provide further details.