BMW Financial Services GB, Farnborough - Customer Experience - 13 Month Placement (July 2025)
HAPPY CUSTOMERS MAKE EVERYONE'S DAY.
SHARE YOUR PASSION.
Our Summit ONE in Farnborough is home to the National Sales Company for the BMW Group in the UK, as well as BMW Group Financial Services which offers retailers, corporate and private customers a range of customised financial services. Alphabet (GB) Ltd. as a leading provider of Business Mobility Services is also located in Farnborough.
Within our self-contained campus, we offer a modern way of working with an empowering office culture, some aspects of which include:
* Our work persona shift – being yourself is effortless and so increases efficiency.
* Flexible working hours - working flexibly improves mental perspective and increases sustained productivity.
* The opportunity to get involved with our continued support to our house charity with a variety of fundraising events throughout the year.
* Throughout our offices there are open creative spaces which hold facilities such as table-tennis tables to encourage innovation and employee engagement.
We have several placement opportunities to work alongside our teams that have a major focus on the Consumer’s experience.
The Customer Success team are situated within the Sales & Marketing area and are responsible for delivery of exceptional Customer Retention across BMW, MINI & BMW Motorrad. We demonstrate a passion for Marketing, Digital and CRM and closely work with all areas of Sales, Pricing and Retention to support with national loyalty activities and campaigns to increase Customer Retention. The group is implementing a new Customer Sales Model which is a great time to experience global change programme for a leading premium brand. Providing support to the Retention team and retailer UK network. Responsibilities involve:
* Active participation in the management and ongoing development of our loyalty offers.
* Ensuring the Retailer HUB – our communications portal is up to date across the business areas, supporting departments with new content, imagery, links to enhance the Retailer Self-serve experience.
The Process & Quality Implementation team interact significantly with all teams within our Customer Interaction Services department, both in-house and outsourced, and are also involved in activities which bring them into contact with other teams from across the business. As the Customer Insight & Complaints Analyst within the team, you will be responsible for carrying out root-cause analysis to identify Pain Points in the Customer Journey. You will define and manage Action Plans and assist in ongoing process improvement initiatives, inputting into process reviews which will directly impact the customer journey and experience.
* Responsible for carrying out detailed analysis of Customer Survey responses within the BMW Group Customer Insight Programme.
* Conduct root cause analysis, utilising Customer Survey and Complaints data (as well as wider sources of data) to identify, and progress areas for improvement through to implementation via business and IT forums.
* Prepare monthly Customer Insight reporting and commentary, appropriate for audience.
Qualifications and Skills:
* Studying towards a Bachelor's degree - preferably in Business or other relevant field, on target for a minimum of a 2:2.
* Confident user of Microsoft Office suite such as Excel, Word, and PowerPoint.
* Strong written and verbal communication skills.
* Proactive, self-starter having the ability to use your initiative and manage your own projects/workload autonomously.
* Data analysis skills.
* Confidence to challenge the status quo and put forward suggestions for improvement.
Why choose us?
* Great Pay – A competitive annual salary of £23,700, 27 days holiday per annum (pro rata to your contract) and an attractive pension scheme.
* Rewarding Work Life Balance – Contracted working hours are 37.5 hours a week, Monday to Friday, helping you develop a fulfilling work-life balance.
* Exciting Additional Benefits – You will have the opportunity to enjoy other employee benefits, including a subsidised on-site restaurant and access to our Advantages scheme which gives you a range of offers and discounts.
What do you need to do now?
If you apply, the next stages of the recruiting process could include: online testing, video interview and then a face to face, telephone or virtual interview with the hiring manager. This may be in the form of an assessment centre.
Please note:
We operate rolling recruitment, this means we may close the application window earlier than identified, if sufficient applications are received, so please apply early to avoid disappointment.
Once you make your application you will be automatically sent cognitive tests (via Eligo) for completion before we have had the opportunity to determine your eligibility for the role. Please be aware that if you complete the tests and you are not eligible your application will not be processed any further. If you need support in undertaking the tests please email us at FutureTalentRecruitment@bmwgroup.com.
To be eligible for this position, you must be returning to your studies, for a minimum of 6 months, after completion of this placement. You must be able to provide proof of your legal right to work in the UK.
We are committed to promoting equal opportunities in employment and job applicants will receive equal treatment regardless of disability, age, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, gender, sex or sexual orientation.
Closing date for applications: Saturday 30th November 2024
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