Customer Service Manager

Overview

As Customer Service Manager, you will act as the escalation point for customer issues and retailer performance, safeguarding BMW Group’s commercial and reputational interests. You’ll analyse trends, guide dispute resolution, and coach retailers and internal teams to elevate customer experience. This role drives Best for our Customers values through proactive problem solving and financial and non-financial decision-making. You will work across a network of retailers to maintain industry-leading service and brand advocacy.

Pay / Benefits

• flexible working arrangements
• balance between work and personal life
• development opportunities
• supportive culture
• equal opportunity employer
• background screening as part of selection

Responsibilities

• Escalate and resolve customer issues and dealer performance concerns
• Monitor trends in customer behaviour, product issues, and retailer performance; provide actionable solutions
• Manage allocation of resources to resolve cases and minimise cost exposure
• Support goodwill and repurchase decisions while protecting the company’s interests
• Coach and train retailers and internal teams on dispute resolution
• Retain customers and turn challenging situations into brand advocacy
• Provide insights to adapt BMW Group positioning based on case data
• Ensure high-quality communications and stakeholder engagement across geography and locations

Key requirements

• GCSE/O-Level English and Mathematics
• A-Level and degree-level qualifications desirable
• fast-paced, high-pressure experience
• strong customer-facing, relationship management and negotiation skills
• exceptional written and verbal communication
• commercial acumen and understanding of financial impacts
• self-motivated team player with independent working ability
• experience in customer relations and dealership performance management advantageous
• proficiency with Microsoft Office, especially Excel and Word

• relationship management
• negotiation
• stakeholder engagement
• excellent communication
• Microsoft Excel
• Microsoft Word

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