Escalations Executive - FTC in Farnborough

BMW Group Financial Services UK is looking for a Private Customer Escalations Executive, this is a Fixed-Term Contract until December 2026. This role is based at the Summit ONE Campus in Farnborough. The Escalations Executive is the main contact for Private Customers raising complaints via various channels. The role involves investigating, managing, and resolving complaints to secure positive customer outcomes, minimising financial loss and protecting brand reputation. The Executive will monitor complaint progress, identify trends, and escalate issues as needed while ensuring compliance with regulatory timeframes and company policies.

What awaits you?

• Resolve Private Customer complaints to achieve good outcomes while protecting company interests and brand reputation.
• Ensure all complaint handling meets regulatory deadlines, including acknowledgment and holding letters.
• Maintain professional relationships with customers, retailers, and brokers; escalate retailer/broker issues when necessary.
• Manage workload efficiently, prioritising cases and advising managers on escalations or delays.
• Ensure thorough, clear, and compliant communication with customers, including before legal escalation.
• Investigate and respond to Action Alerts promptly, highlighting trends to mitigate dissatisfaction.
• Log and manage breaches per company policy, ensuring root cause analysis and timely closure.
• Support continuous improvement by reviewing complaint procedures and identifying process enhancements.
• Handle difficult and vulnerable customer interactions empathetically and in line with FCA requirements.
• Manage complex complaints and prepare comprehensive final responses.

What should you bring along?

• Strong academic background.
• Knowledge of FCA Complaint Handling Rules (DISP) and relevant consumer protection laws.
• Experience in customer service, preferably within Automotive or Regulated Financial Services.
• Understanding of complaints environments and regulatory compliance.
• Excellent communication and interpersonal skills.
• Ability to work independently, prioritise tasks, and manage time effectively.
• Proficiency in Microsoft Office.
• Analytical skills and ability to work at both detailed and strategic levels.
• Knowledge of Motor Trade Law and regulatory authorities is advantageous.

Closing Date: 9th January 2026

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 and for most roles, it could be possible to agree flexible hours, job share, compressed hours or part-time working hours and so please discuss your individual requirements as part of the application process so we can try to agree a suitable arrangement. For this role, we also support a hybrid model which combines remote and office working.

We are proud to be a part of the Disability Confident scheme. The scheme supports employers to make the most of the talents disabled people can bring to the workplace. At the BMW Group, we place great importance on equal treatment and equal opportunities. Our recruiting decisions are based on the personality, experience, and skills of the applicants.