Customer Experience Executive

Job Description:

BMW Group Park Lane is looking for a Customer Experience Executive. This role is based in BMW Park Lane, London.

What awaits you?

* Allocating, logging and regularly updating status of all Park Lane complaints on Park Lane complaints log.

* Collation of all Data Subject Access Requests

* Collation of all data/documents for Financial Ombudsman related complaints

* Collation of all data relevant to Motor Ombudsman complaints

* Provide regular reports to management to identify areas of improvement and relevant action plans to increase customer satisfaction and reduce the number of escalations

* Responsible for daily data input of all VOC and Enquiry Fulfilment surveys to report on individual performances

* Responsible for data analysis and KPI reporting in preparation for all Customer Board Meetings

* Responsible for minute taking and circulation at all customer meetings and circulation.

* Maintaining upmost discretion with company information

* Responsible for collation all data and reporting for Complaints Meeting

* Manual logging/reporting on RSA+ usage

* Managing customer correspondence on behalf of Park Lane Customer Experience Dept [either via email, letter or telephone.]

* Acknowledging and responding to all inbound Park Lane complaints via appropriate channels.

* Active involvement of projects/initiatives within departments when required for Customer Experience related topics

* Responsible for preparation of Customer Experience topics for Internal Comms

What should you bring along?

* A level or Degree level qualifications or equivalent.

* Excellent time management and organisational skills and emphasis on attention to detail.

* Experience of dealing with high level complaints with discretion.

* Ability to problem solve and prioritise decision making

* MS Office knowledge, and ability to coordinate task

* Experience of working with a luxury brand/retail environment.

* Passion for and sound knowledge about BMW and luxury automotive.

* Ability to remain composed under pressure and handle complaints and/or VIP customers with discretion.

* High level skillset of Outlook (Word, Excel, PowerPoint, email) and excellent administration skills

Closing Date: Friday 12th December 2025

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.

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.

At the BMW Group, we place great importance on equal treatment and equal opportunities. Our recruiting decisions are based on the personality, experience, and skills of the applicants.

Learn more here