Customer Services Process Specialist - 13 Month Placement (BMW UK Financial Services)

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BMW Group Financial Services - Farnborough - Customer Services Process Specialist - 13 Month Placement (July 2022)

We believe in creating an environment where you, our placement student, can learn and develop during your time with us and where you are given your own ar-eas of responsibilities from the start. Our experts and mentors will treat you as part of the team from day one; encouraging you to bring your own ideas to the table and to give you the opportunity to show what you can really do.

The Customer Services Process Specialist Intern role reports to the Customer Services Process Specialist in the Customer Services Department, within BMW Financial Services Operations.

The Customer Services function is a business area with the following teams: Customer Services Support, CIC Governance, End of Term/Vehicle Logistics, Internal Sales and Customer Insight.

As Customer Services Process Specialist Intern, you'll be in an interesting position where you'll interact significantly with all Customer Services teams, both in-house and outsourced and will also get involved in activities which will bring you into contact with other teams from across the business, these will include finance, compliance, operations, sales and IT.

You will be involved with assisting in ongoing process improvement initiatives, process reviews and process mapping as well as root-cause and analytical work that will directly impact the customer journey and experience. You will also gain project management experience and will have the opportunity to delve into financial analysis to understand key cost drivers and find opportunities for efficiencies. You will have the opportunity to present your findings to all levels of the organisation.

What will you be doing?

This internship will support the Customer Services Process Specialist and CIC Governance teams. The role holder will be responsible for the following tasks:

• Support the continued Customer Services process reviews by assisting with the organisation of process review workshops and completion of following up actions, including process mapping and updating JIRA and Confluence pages.
• Take ownership of and run a cross-departmental weekly 'Change Huddle' to create new ideas and initiatives for change.
• Support the management and implementation of the Business Change Enhancements raised by and implemented in Customer Services
• Work with the Customer Services QA Analyst on actions for improvement driven from the QA results.
• Support in the creation of a training material for in-house and outsourced Customer Services.
• Support the review of Online Genius content for in-house and outsourced Customer Services.
• Supporting projects as required, including minute taking for steering committees and management meetings.
• Conduct root cause analysis on Customer Service processes to identify areas for improvement and support the implementation of these enhancements.
• Support analysis of CIC spend and work with Supplier Relationship Manager to develop a robust reconciliation suite.
• Support CIC Account executives with benefit realisation analysis of implemented change controls.
• Implement and review reports and carry out spot checks to ensure process adherence is tracked across internal and outsourced Customer Services teams.
• Any other team tasks as required.

Qualifications

This internship would suit someone that's keen to get an overall insight of several different functions of a business and enjoys dealing with multiple stakeholders.
The applicant should be studying towards a business-related degree but is not a pre-requisite (on target for a 2:2 or above).

The role requires;

• Excel skills must be at an intermediate level as the role requires work with Excel spreadsheets on a daily basis.
• Strong communication, influencing and facilitation skills.
• Ability to adapt working approach depending on specific requirements.
• Confidence to challenge the status quo and put forward suggestions for improvement.
• Ability to work at both a detailed and high level.
• Ability to be pro-active, self-starter with a high level of initiative.
• Ability to prioritise activities, work under pressure and multi-task.
• Data analysis skills.
• Good attention to detail.
• Competent knowledge of MS Office suite (Specifically Word, PowerPoint and Excel).
• Individual must be outgoing, inquisitive and confident with a professional approach.
• Strong numerical and reasoning skills.
• Confidence to communicate with senior management.
• Ability to work remotely from home when required.

Training on bespoke internal systems will be provided.

Did you know…

Farnborough is home to our BMW, BMW Motorrad, MINI, ALPHERA and Alphabet National Sales Centres. We’re proud of our office environment and achievements. 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 and reduces wasted energy. For this reason we allow our employees to express themselves through the way they dress.
• Flexible working hours - working flexibly improves mental perspective and increases sustained productivity. This means our leaders maintain balance, not burnout, through focusing on output, not attendance.
• 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.

Why choose us?

• Great Pay – a competitive annual salary of £18,500, 27 days’ holiday (pro rata to your contract) and a pension scheme.
• Rewarding Work-Life Balance – contracted working hours are 37.5 hours a week, helping you develop a fulfilling work-life balance.
• Exciting Additional Benefits - throughout your placement you will be supported by our experts and have the opportunity to enjoy other employee benefits.

What do you need to do now?

If this sounds like the opportunity for you then apply today using the link below.
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.

Please ensure that you complete all the free text questions for your application to be progressed, and include a role-relevant cover letter, explaining why we should consider you for this position.

To be eligible for this position, you must be returning to your studies for a minimum of 6 months after completion of this placement and be able to provide proof of your legal right to work in the UK, if you are not a UK passport holder.

We are committed to promoting equal opportunities in employment and job applicants will receive equal treatment regardless of gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation.

Closing date for applications: 30 November 2021
Any further questions? Email us on hr.services.recruitment@bmwgroup.co.uk

About BMW Group

With our four brands BMW, MINI, Rolls-Royce Motor Cars and BMW Motorrad, we are the world’s leading manufacturer of premium automobiles and motorcycles. We also provide premium financial and mobility services.

As a global company, we employ over 120,000 associates worldwide, operate 31 production and assembly facilities in 15 countries, and have a global sales network in more than 140 countries.

How to apply

To apply for this programme and to find out more, please click on the apply button below. You will be required to submit a cover letter as part of your application.

Please note that applications may close before the application deadline, so apply early to avoid disappointment.

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