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BMW Group Financial Services UK is looking for a Customer First Contact Executive. This role is based at the Summit ONE Campus in Farnborough.
BMW Group Financial Services UK is the result of two sister Financial Services’ businesses based at the Farnborough Campus coming together over the past 18 months as part of our EVOLVE (or ONE-SF) journey. Hence from January 2023 we are ‘One Organisation’ which is responsible for a number of external, customer-facing brands.
We are just getting started on our incredibly exciting journey as a Customer Driven Organisation and as one organisation we are best positioned to succeed in a rapidly changing business environment. Coming together has enabled us to:

• Combine our collective capabilities and talents to focus on innovation, digitisation and simplifying customer and partner interactions
• Make the customer experience our primary differentiator with one market approach, one holistic customer view and one product and service portfolio
• Reshape our mobility services to better respond to the changing business environment

We are authorised and regulated by the Financial Conduct Authority.

To our customers and externally we remain separate brands:
Alphabet is Europe’s leading provider of Business Mobility services; we help our Corporate, SME and Public Sector customers meet the changing business travel needs of their employees. We provide innovative products and services that are radically changing the way organisations finance, manage and use their company vehicles. We are also a key player in the growth of low and zero emission vehicles in the UK.
BMW Group Financial Services offers a comprehensive suite of vehicle finance products as well as providing a range of insurance and protection solutions. We are responsible for brands such as BMW Financial Services, MINI Financial Services and BMW Motorrad Financial Services.
ALPHERA Financial Services launched in 2006 as a subsidiary of the BMW Group, ALPHERA is an award-winning, world-leading company that provides flexible finance and insurance products to over 200,000 customers through a network of over 1,500 specialist business Partners.
Our ALPHERA business line also manages our two ultra-high net worth finance brands: Rolls-Royce Motor Cars Financial Services and Aston Martin Financial Services.
Customer First Contact Executive – Maternity Cover 12 months
Alphabet is continually evolving, with ambitions for growth that requires our proactive First Contact Resolution team to help meet and support these exciting challenges. Reporting to the Sales Team Leader, you will play a pivotal part in our success by managing our customers’ queries in an efficient and timely manner.

• The key responsibility of the job is to accompany the customer on their journey with Alphabet to ensure the service they receive is personal, positive and easy.
• To be able to review and prioritise tasks and delegate appropriately but ensuring the task is completed in line with business service levels.
• Identify and qualify sales opportunities and ensure they are passed to the appropriate sales channel in order to support the delivery of sales targets and margins.
• Through the identification of customer needs and requirements, promote suitable Alphabet products and services which fully address and support customer needs and contribute directly to sales, margin and portfolio targets.
• Manage own workload effectively and priorities’ where necessary to ensure that all SLA’s are met.

Qualifications:

• Previous experience in a phone based Internal Sales or Customer Service role is desirable but not essential.
• Previous experience in the Automotive or Financial Services industry is desirable but not essential.
• Strong interpersonal and influencing skills.
• Excellent customer service skills
• Ability to work under pressure and multitask
• High attention to detail

In 2023 BMW Group Financial Services UK was recognised as a Top Employer. We invest in our employees and embrace a culture of flexible working as well as promoting a positive, supportive culture and working environment. We are based in prestigious offices in Farnborough that provide a great place to work with good people and an exciting, engaging, industry leading brand.
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.] #LI-Hybrid
All applications should include an up to date CV.
This vacancy has been graded at FLVII
Closing date: 24th February 2023
Successful candidates will be required to complete background checks.
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.