Customer Experience Specialist

Overview

BMW Group Financial Services Ireland is looking for a Customer Experience Specialist. This role is based in our head office in Santry, Dublin.

The customer service team are at the heart of our business and plays a pivotal role in representing the customer's voice within our organisation. In this role, you will be the first point of contact for customers, providing exemplary support, guidance and solutions to ensure a positive experience. You will work closely with various teams to establish effective relationships, handling inquiries via phone, email and live chat, addressing questions, resolving issues and offering information on our services.

Responsibilities

- Respond promptly to customer inquiries via multiple channels, ensuring high satisfaction and meeting KPIs.
- Log and resolve customer complaints following established procedures, maintaining compliance with Central Bank regulations.
- Build and nurture positive relationships with our dealer network and third-party retail partners, ensuring all interactions are authorised by the customer.
- Handle sensitive cases involving deceased customers, pre-arrears, and changes of circumstances with empathy and professionalism.
- Assess customer accounts daily to ensure accurate refunds are processed promptly, collaborating with our Finance team to allocate funds and issue refunds efficiently.
- Maintain high standards in communication, ensuring responses are timely, informative, and accurate, reflecting our commitment to care and attention to detail.
- Confirm and update customer contact information regularly to ensure accurate correspondence, including scheduled letters and notifications.
- Engage proactively with customers nearing contract expiration to foster retention and continued partnership.
- Contribute to ongoing process improvements and best practice sharing.
- Manage ad-hoc projects to enhance overall client experiences alongside daily responsibilities.

Requirements

- Previous experience in customer service, including administration and customer calls, ideally within the motor trade industry or Financial Services.
- Proficiency in Microsoft Excel, Word, and PowerPoint.
- Knowledge of Financial Services products and industry standards.
- Excellent organisational skills and attention to detail.
- Ability to thrive in a high-pressure environment.
- Strong understanding of best practices for reviewing and continuously improving operational processes.
- APA Qualification in Consumer Credit is a plus.

Closing Date: 18th September 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. [For this role, we also support a hybrid model which combines remote and office working.] #LI-Hybrid

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.

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