Customer Process & Training Manager in Farnborough

BMW Group UK is looking for a Customer Process & Training Manager via FTC. This role plays an essential part in delivering the BMW, MINI and Motorrad brands to our customers via the Customer Interaction Centre (CIC). Working as a key component within a department dedicated to shaping customer experience, your scope will cover pre and post-purchase contact with our customers, supporting multiple touchpoints within our customer lifecycle.

Every customer interaction requires a need for compliance, personalisation and tailored knowledge and ultimately an outcome that matches the expectations of a luxury brand. The objective for the role is to create and maintain experts of the Contact Centre Agents representing our business, by overseeing both a training and delivery concept that reflects our strategic priorities and the fast-evolving nature of our products and services.

To help you contribute, you will work with Subject Matter Experts (SMEs) from across the organisation, to ensure that we hold a robust, streamlined and documented methodology for our customer facing environments for both training material and processes. In addition, you will be responsible for creating, maintaining, enhancing and implementing CIC processes across all CIC Agents and Lines of Business. This role is based at the Summit One Campus.

What awaits you?

• Working with our Governance Department to create a syllabus of supported learning for Contact Centre Agents.
• Structure a learning journey to match individual needs within a diverse Contact Centre operation.
• Creative input on the development and delivery of materials designed to enhance Agent knowledge.
• Measure the effectiveness of solutions to create an environment of constant enhancement, using methodology such as Lean Six Sigma.
• Maintain proximity to emerging topics related to Product, compliance and projects – work with Subject Matter Experts (SMEs) to deliver supporting materials.
• Review and enhance existing processes to achieve operational efficiencies and improvements to National Sales Company (NSC) CIC Customer Services.
• Map new processes with key SME stakeholder input driving operational efficiencies and enhancing seamless customer journey.
• Facilitate process review workshops/process deep dives in the department and with external CIC providers, capturing all enhancements and seeing these through to implementation in collaboration with key stakeholders.
• Communicate all system/process changes to the department and wider business, ensuring all parties understand the changes and adopt them into their business activities.
• This includes change control process working alongside the NSC Operations Manager and CIC Operations Supplier Relationship Manager where appropriate.
• Provide input and support for the ongoing development of the Customer Service and CIC strategy.
• Working with relevant SMEs, maintain, understand, and update the department procedures/Work Instructions/user guides ensuring these correctly reflect current practice and adhere to company policies and the wider Munich process landscape.
• Ensure process/business/project enhancements are followed up and implemented within the department, ensuring documentation is updated and training is carried out.
• Assess the impact on processes of legislative, regulatory, and business change and design/implement appropriate solutions.
• Act as point of contact for customer service specific projects, involving colleagues as and when necessary, making key decisions and escalating concerns/issues to key stakeholder group.

What should you bring along?

• Process mapping and efficiency delivery experience.
• Automotive, Learning or Contact Centre experience.
• Familiarity working with an outsourced provider.
• Project Management experience is desirable but not essential.
• Experience with process mapping tools.
• Lean Six Sigma qualification and experience is desirable.
• Track record of successfully delivering business improvement and change in a National Sales Company (NSC) environment.
• Customer Service Experience and knowledge of end-to-end customer process is desirable.

Additional Information:

• FTC– end date Oct 2027
• Closing Date: 24th April 2026

We place great importance on equal treatment and equal opportunities. Our recruiting decisions are based on the personality, experience, and skills of the applicants. We are proud to be part of the Disability Confident scheme, which supports employers in making the most of the talents disabled people bring to the workplace.