BMW Customer Collections Advisor

Job Title

BMW Customer Collections Advisor

Job Description

Join Concentrix Today! Kickstart your career with one of the UK’s fastest-growing customer experience companies. Be a part of our inclusive and friendly team as a Collections Advisor for the prestigious BMW brand. If you're passionate, thrive in a fast-paced environment, and excel at delivering exceptional service, we want you!

• Salary - £26,520
• Location – Dearne Valley Office, Adwick Park, Rotherham S63 5NA
• Permanent role – contracted to 40 hours paid production scheduled between 8am-7pm Monday to Friday, Saturdays 9am-2pm.
• Full time training & support provided.

What’s In It For You

• Access to a range of employee benefits
• Annual leave starting at 28 days/annum (pro-rata)
• A vibrant office-based role with a great team
• Onsite canteen.
• Free onsite parking.
• Referral programme – refer friends or family to work with Concentrix & earn up to £600 per referral!

We are seeking a customer-focused professional to support customers through a range of service and collections activities while ensuring compliance with FCA regulations. You will provide tailored guidance, identify appropriate solutions, and deliver fair outcomes, with particular consideration for vulnerable customers. By balancing customer needs, business objectives, and company values, you will maintain exceptional service standards and contribute to a positive customer experience while upholding the organisation's reputation.

Key Responsibilities

• Verify customer identity and address in line with DPA procedures during all interactions.
• Identify and address customer vulnerability by actively listening, showing empathy, and asking relevant questions to understand their needs and provide appropriate support.
• Accurately document customer responses and any agreed support, ensuring sensitive information is securely handled.
• Discuss and agree suitable repayment solutions based on customer circumstances and business policies.
• Manage accounts in arrears, supporting the timely recovery of outstanding payments.
• Address and refer customer complaints in line with FCA guidelines and timescales.
• Use product and business knowledge to offer tailored solutions for customers, ensuring the best possible outcomes (training provided).
• Resolve objections and conflicts while maintaining professionalism.
• Ensure all correspondence is completed within 48 hours to meet service level agreements.
• Collaborate with internal and external teams to investigate and resolve contractual issues.
• Proactively review and manage customer accounts to identify and prevent potential issues.

Skills To Succeed

• Experience delivering excellent customer service, ideally in a contact centre, complaints, case management, or customer relations environment.
• Experience supporting customers across multiple channels, including phone, email, and webchat (preferred).
• Strong interpersonal skills, including objection handling, negotiation, and confidence in managing sensitive conversations.
• Highly organized with the ability to manage multiple priorities in a fast-paced setting.
• Experience supporting vulnerable customers (desirable).
• Analytical mindset with an objective approach to problem-solving.
• Team-oriented with a collaborative attitude.
• Proficient in Microsoft Office applications.

Concentrix is an equal opportunity employer. We are committed to creating a diverse environment and are proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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