At a Glance
- Tasks: Investigate and resolve customer complaints with a focus on fairness and compliance.
- Company: Join the dynamic team at Mercedes-Benz Financial Services UK Limited.
- Benefits: Competitive salary, bonus structure, flexible benefits, and access to colleague car schemes.
- Other info: Supportive environment with wellbeing resources and opportunities for personal development.
- Why this job: Make a real difference by helping customers and enhancing their experience.
- Qualifications: Experience in complaints handling and strong communication skills required.
The predicted salary is between 30000 - 40000 € per year.
Closing Date: 4 June 2026
How you’ll play your part
In this role, you will manage the investigation, resolution and outcome of expressions of dissatisfaction (complaints) from Customers of Mercedes-Benz Financial Services UK Limited (MBFS). This opportunity requires you to handle an extensive variety of complaint cases related scenarios, company systems and processes whilst being fully compliant with relevant legislation including but not limited to Financial Conduct Authority (FCA), Financial Ombudsman Service (FOS), Treating Customers Fairly (TCF) and relevant Vulnerable Customer guidance.
Main Accountabilities
- Undertaking fair, consistent, prompt and thorough investigations of written and verbal complaints cases in accordance with MBFS guidance and case handling rules.
- Use of judgement to ensure fair and appropriate Customer outcomes within relevant limit of authority.
- Production of high quality written final responses and providing comprehensive, professional summaries and updates on progress to the relevant stakeholders (when required).
- Required to evaluate Customer circumstance, inconvenience and distress in order to achieve an appropriate resolution from a wide range of potential options including but not limited to goodwill payments, write offs and non-monetary compensation.
- Negotiate on a regular basis with relevant business areas including external parties in order to reach an appropriate multi-partite resolution ensuring the best outcome for the customer.
- Manage the diagnostic and triage processes across multiple channels in order to effectively categorise, route and prioritise cases.
- Manage cases by accurately reporting and logging all actions through company systems in order to support root cause analysis and reporting requirements.
- Accountable for sending all regulated correspondence to the customer within FCA timelines (e.g. acknowledgement letter, holding letter and final response letter).
About you
- Demonstrate understanding of all relevant aspects of legislation/requirements including but not limited to TCF, FCA, FOS and relevant vulnerable customer guidance.
- Excellent oral and written communications.
- Ability to demonstrate systematic thought processes and plan and manage own workload/delivery.
- Strong customer focus.
- Experience of working in a complaints handling environment, either within financial services or another industry type.
- Good attention to detail.
- High level of emotional intelligence and resilience.
- Ability to cope under pressure and meet strict deadlines.
What’s in it for you
We’ll offer you a competitive salary and discretionary bonus structure. We also hope you’ll love our products as much as we do, with access to our colleague car schemes. On top of that, you’ll be able to join our pension scheme and you’ll get a flexible benefit pot that can be used to find the benefits that are right for you. We’re here to support you – we offer access to colleague wellbeing resources, including an Employee Assistance Programme, Mental Health First Aiders and the Inclusion Advocates as well as flexible opportunities to support work life balance. We’ll also encourage your development, with the training and knowledge you need to reach your potential.
Customer Resolutions Specialist employer: Daimler AG
Mercedes-Benz Financial Services UK Limited is an exceptional employer that prioritises employee wellbeing and professional growth. With a competitive salary, discretionary bonuses, and access to unique benefits like colleague car schemes, we foster a supportive work culture that values flexibility and work-life balance. Our commitment to development ensures that you will receive the training and resources necessary to thrive in your role as a Customer Resolutions Specialist.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Resolutions Specialist
✨Tip Number 1
Get to know the company inside out! Research Mercedes-Benz Financial Services and understand their values, mission, and the specifics of the Customer Resolutions Specialist role. This will help you tailor your approach during interviews and show that you're genuinely interested.
✨Tip Number 2
Practice your communication skills! Since this role requires excellent oral and written communication, consider doing mock interviews with friends or family. Focus on articulating your thoughts clearly and confidently, especially when discussing complaint resolution scenarios.
✨Tip Number 3
Showcase your emotional intelligence! Be prepared to discuss how you've handled difficult customer situations in the past. Use specific examples that highlight your ability to empathise and resolve issues effectively, as this is crucial for the role.
✨Tip Number 4
Apply through our website! We encourage you to submit your application directly on our platform. This not only streamlines the process but also shows your enthusiasm for joining our team at StudySmarter and working with Mercedes-Benz Financial Services.
We think you need these skills to ace Customer Resolutions Specialist
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight how your skills and experiences align with the role of Customer Resolutions Specialist. We want to see how you can handle complaints and provide excellent customer service, so don’t hold back on showcasing relevant examples!
Showcase Your Communication Skills:Since this role requires excellent written communication, ensure your application is clear, concise, and free of errors. We’re looking for someone who can produce high-quality written responses, so let your writing shine through in your application!
Demonstrate Your Understanding of Legislation:Familiarise yourself with the relevant legislation like FCA and TCF. In your application, mention any experience or knowledge you have regarding these regulations. We appreciate candidates who understand the importance of compliance in customer resolutions.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts and submit your details!
How to prepare for a job interview at Daimler AG
✨Know Your Legislation
Familiarise yourself with the key regulations like FCA, FOS, and TCF. Being able to discuss these during your interview will show that you understand the framework within which you'll be operating.
✨Showcase Your Communication Skills
Prepare examples of how you've effectively communicated in previous roles, especially in handling complaints. Highlight your ability to produce high-quality written responses and maintain professionalism under pressure.
✨Demonstrate Emotional Intelligence
Be ready to discuss situations where you've had to empathise with customers or colleagues. This role requires a high level of emotional intelligence, so showing that you can handle sensitive situations with care will set you apart.
✨Prepare for Scenario Questions
Think about potential complaint scenarios you might face in this role and how you would resolve them. Practising your thought process on how to categorise and prioritise cases will help you articulate your approach during the interview.
