Customer Complaints Handlers

arvato UK
25785.00 GBP Annual
10 Jun 2021
18 Jun 2021
Contract Type
Full Time

Full time - Permanent

Salary: GBP25,785

Working hours: 40 hrs a week with some flexibility required (when launching new campaigns/ cars etc.) Mon-Fri 8am - 7pm + weekend 9am to 5pm days on a rotating basis.

Location: BMW head office in Farnborough

Holidays:At hire: 31 days (includes 8 public/bank holidays)

Completion of 12 months' service: 33 days (includes 8 public/bank holidays)

Employee Incentives/ Discounts: Employee discount scheme including savings on; shopping (retail and supermarkets), cinema, holidays, and top tech and lots more.


  • Previous experience with complaint handling in a pressurised Customer Service environment

  • Able to work on your initiative and in a team

  • Attention to detail

  • Excellent communication skills?with a confident?and professional?telephone manner.

  • Strong negotiation skills

Key Requirements:

To work as part of a team delivering a first class, professional telephone inbound service to support and delight BMWs existing Customers.

Maintain an excellent knowledge of our client's portfolio of products in order to understand and inform customer needs.

Provide extensive and in depth BMW Product and Service knowledge, acting as a brand ambassador with the utmost integrity to guide, advise and nurture the customer and building a comprehensive understanding of their requirements.

Actively create trust with the customer, demonstrating an open and honest approach.

Ensuring ownership is taken and promises made are delivered against.

To handle enquiries from customer in a professional manner.

Provide Customers with a memorable and unique "customer support" experience, reflecting the premium quality of the BMW brand.

Person Specification:

Experience of working in a similar environment is preferred, where lead generation and nurturing of customers was handled

Experience of communicating with a high volume of customers to deliver an outstanding service, ideally in a contact center using social media and a variety of other channels i.e. telephone, email, post.

Experience of organizing and coordinating tasks; in a high volume, highly detailed, deadline- orientated environment.

Minimum of 5 GCSES grades A-C desirable, but must include Math's and English Language.

Demonstrated ability to work in a dynamic and fast paced environment while ensuring a high level of Customer service is delivered to both external and internal customers.

Proven experienced of working within a Financial Services regulated environment is preferred, however a strong background in a customer service role will be considered as full training will be provided.

Key skills/ Desirables:


Telephony skills

High volume output

Computer Literacy

Written Communication

Numerical Understanding

Organizational Skills

Interpersonal Skills

Verbal Skills

Ability to Multi Skill


Data Protection Awareness

Anti- Money Laundering awareness

FCA Awareness

Complaint Handling Techniques