BMW Group Park Lane is looking for a Customer Experience Executive.

Your role and responsibilities:

• Allocating, logging and regularly updating status of all Park Lane complaints on Park Lane complaints log.

• Collation of all Data Subject Access Requests

• Collation of all data/documents for Financial Ombudsman related complaints

• Collation of all data relevant to Motor Ombudsman complaints

• Provide regular reports to management to identify areas of improvement and relevant action plans to increase customer satisfaction and reduce the number of escalations

• Responsible for daily data input of all VOC and Enquiry Fulfilment surveys to report on individual performances

• Responsible for data analysis and KPI reporting in preparation for all Customer Board Meetings

• Responsible for minute taking and circulation at all customer meetings and circulation.

• Maintaining upmost discretion with company information

• Responsible for collation all data and reporting for Complaints Meeting

• Manual logging/reporting on RSA+ usage

• Managing customer correspondence on behalf of Park Lane Customer Experience Dept [either via email, letter or telephone.]

• Acknowledging and responding to all inbound Park Lane complaints via appropriate channels.

• Active involvement of projects/initiatives within departments when required for Customer Experience related topics

• Responsible for preparation of Customer Experience topics for Internal Comms

Your profile

• A level or Degree level qualifications or equivalent.

• Excellent time management and organisational skills and emphasis on attention to detail.

• Experience of dealing with high level complaints with discretion.

• Ability to problem solve and prioritise decision making

• MS Office knowledge, and ability to coordinate task

• Experience of working with a luxury brand/retail environment.

• Passion for and sound knowledge about BMW and luxury automotive.

• Ability to remain composed under pressure and handle complaints and/or VIP customers with discretion.

• High skillset of Outlook (Word, Excel, PowerPoint, email) and excellent administration skills

Application Process.

If you feel you fit the above criteria, we would be delighted to hear from you, in the first instance please forward your CV and covering letter to parklanebmw@bmwparklane.co.uk