At a Glance
- Tasks: Resolve customer concerns and provide top-notch support in a dynamic environment.
- Company: Join the passionate team at Mercedes-Benz Financial Services, where diversity is celebrated.
- Benefits: Enjoy competitive salary, flexible benefits, and access to wellbeing resources.
- Other info: Opportunities for personal growth and a supportive workplace culture await you.
- Why this job: Make a real difference by helping customers and enhancing their experience.
- Qualifications: Strong communication skills and experience in complaint handling are essential.
The predicted salary is between 25020 - 30580 £ per year.
About us
At Mercedes-Benz Financial Services, our employees are at the heart of our business. Our colleagues provide a range of financial solutions designed around the changing needs of our diverse customers. It doesn’t matter the colour of your skin, the beliefs you value, the people you love or the tattoos you wear, we support you for being you. Through the doors of Mercedes-Benz Financial Services, you will find a passionate team working to support our customers and our colleagues. We ensure that everyone has an equal opportunity to learn and develop. We want to celebrate your individuality, embrace your personality and welcome you into our culture. It’s the differences of our colleagues that enable us to thrive. We believe our backgrounds, skills and cultures contribute to our shared culture and help us deliver outstanding Customer Experience. Inclusion is the driving force behind our ethos.
At MBFS, we are proud to be a Menopause Friendly Accredited Employer, reflecting our ongoing commitment to creating a supportive and inclusive workplace. We offer wellbeing support options and resources for colleagues experiencing menopause and to those who are supporting someone through it.
How you’ll play your part
In this role, you will act as a front-line point of contact for customers of Mercedes-Benz Financial Services UK Limited (MBFS) who express dissatisfaction, taking ownership to listen, understand, and resolve concerns informally wherever possible. The role requires clear, empathetic and professional communication across customer contact channels, accurate recording of customer concerns and actions taken, and sound judgement to identify when an issue can be resolved at first point of contact or needs to be escalated into the formal complaints process.
Main Accountabilities
- Informal Complaint Resolution & Customer Support: Act as a front-line contact for customer dissatisfaction, aiming to resolve concerns informally where possible. Take escalated calls from contact centre agents and support manager escalations to resolve concerns early. Proactively investigate concerns, gather relevant information and identify the cause of dissatisfaction. Communicate clearly and empathetically across customer contact channels, explaining actions and next steps. Accurately record concerns, actions, outcomes, and next steps. Deliver fair, consistent outcomes aligned to Consumer Duty and complaint handling expectations.
- Divisional & Cross-Functional Support: Provide flexible support across Customer Operations where dissatisfaction or escalation support is needed. Help colleagues resolve concerns informally and reduce avoidable formal complaints. Support business priorities across calls, emails, webforms, MMF queries and live chat.
- Formal Complaints Support & Escalation: Decide whether concerns can be resolved informally or need formal complaint escalation. Provide clear handover information to the Customer Resolution Team when escalation is required. Escalate repeat issues, service failures or potential customer detriment in line with process.
- Insight, Governance & Continuous Improvement: Identify themes and learning opportunities from informal complaints and escalated contacts. Share insight to improve customer journeys and reduce avoidable complaints. Maintain compliance with MBFS policies, FCA requirements, Consumer Duty, GDPR, and company standards.
- Stakeholder Engagement & Collaboration: Work collaboratively with Customer Operations, Customer Resolution, Collections, Recoveries and Compliance. Act as a support contact for informal complaint handling, dissatisfaction and escalation routes.
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 complaint 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.
Through the doors of Mercedes-Benz Financial Services, you’ll find a passionate team working to put our customers first. We know that to keep this team motivated, we need to ensure that everyone has equal opportunity to learn and develop. We celebrate a culture of appreciation and respect, where everyone is valued for who they are. We believe our backgrounds, experiences and cultures contribute to our shared experience and shape who we are and what we do. The diversity of our colleagues reflects the diversity of our customers. This diversity is the driving force behind our ideas.
Managing your data
We care about your personal data. The General Data Protection Regulation provides you with more control and by submitting an application to us; we consider this an agreement to process your personal data in support of our recruitment and selection process. Data categories that we process in relation to your application are the ones that you provided as part of the application process. We process your personal data in relation to the application, in accordance with the legal requirements. Recipients of your personal data within our company are the managers of the specialist unit in charge of filling the position and the responsible colleagues from HR. Your application data is held within our secure application tracking system called Taleo – you will be given access to a candidate zone in the system where you can monitor and manage your application and see status updates. We will communicate with you, by email or phone throughout the recruitment process so that we can keep you updated and inform you of your progress through the recruitment process. You can also seek ‘job alerts’ once you are registered in Taleo and it’s possible your details may be returned in searches we conduct for new positions and we may contact you by email to let you know about them. We limit the storage of your data to the necessary period.
Contact us as careers@mercedes-benz.com for further information. If you have any questions about any matter relating to data protection or the personal data that we process about you for the purpose of personnel recruiting, please contact the Chief Officer of Corporate Data Protection for the Mercedes-Benz Group AG at the following address: Mercedes-Benz Group AG, HPC E600, 70546 Stuttgart, data.protection@mercedes-benz.com.
Customer Escalations Specialist in Milton Keynes employer: Daimler AG
As a Sensitive Processes & Vulnerable Customer Specialist at MBFS, you will be part of a compassionate team dedicated to delivering fair and tailored outcomes for vulnerable customers. Our supportive work culture prioritises employee wellbeing and professional growth, offering access to training opportunities and resources like Mental Health First Aiders. Located in a dynamic environment, we provide competitive salaries, flexible benefits, and a commitment to compliance and customer care, making MBFS an excellent employer for those seeking meaningful and rewarding work.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Escalations Specialist in Milton Keynes
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Daimler AG. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Daimler AG before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Escalations Specialist in Milton Keynes
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Daimler AG:Your cover letter is your chance to shine! Tell us why you want to work at Daimler AG specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Daimler AG!
How to prepare for a job interview at Daimler AG
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
