As a Customer Service Advisor, you will be responsible for the operational delivery and case management of all BMW Group Car Scheme customers. Your focus will be on minimising operational errors, maximising process efficiency, and ensuring high-quality service that supports our valued employees.
What awaits you?
- Administering Operational activities such as order approvals, driving licence checks, payroll deductions, e-Sign agreements, fuel cards, insurance claims and end-of-contract duties including vehicle return charges.
- Providing exceptional customer support through multiple channels for in-life scheme queries; gathering and researching information, whilst taking responsibility for the accuracy of the information provided to customers.
- Maintaining accurate customer data and contracts within our Fleetware and GCSO systems, ensuring GDPR compliance.
- Running and analysing weekly order banks and generating monthly payroll and fleet reports.
- Investigating and resolving customer complaints in collaboration with the Business Customer Escalations team.
- Ensuring all processes meet FCA regulations and Consumer Duty responsibilities, including supporting vulnerable customers.
- Collaborating closely with HR Managers to manage bespoke employee queries.
What should you bring along?
- Good understanding of Fleet Industry operational requirements.
- Previous telephone-based customer service experience in Automotive or Financial Services is desirable.
- Strong computer literacy, including proficient use of Microsoft Office applications.
- Excellent numerical accuracy and attention to detail.
- Ability to handle sensitive and confidential information with discretion.