At a Glance
- Tasks: Investigate and resolve customer complaints with fairness and professionalism.
- Company: Join Mercedes-Benz Financial Services UK, a leader in customer satisfaction.
- Benefits: Competitive salary, bonuses, flexible benefits, and access to car schemes.
- Other info: Supportive environment with resources for wellbeing and career 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 in Milton Keynes employer: Daimler AG
At Mercedes-Benz Financial Services UK Limited, we pride ourselves on being an exceptional employer, offering a supportive work culture that prioritises employee wellbeing and development. As a Customer Resolutions Specialist, you will benefit from a competitive salary, flexible benefits, and access to comprehensive training programmes, all while working in a dynamic environment that values your contributions and fosters professional growth.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Resolutions Specialist in Milton Keynes
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those who work at Mercedes-Benz Financial Services. A friendly chat can sometimes lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for the interview by practising common questions related to customer resolutions. Think about how you would handle specific complaints and be ready to share your thought process. We want to see your problem-solving skills in action!
✨Tip Number 3
Show off your emotional intelligence! During interviews, highlight your ability to empathise with customers and manage stressful situations. This is key for a Customer Resolutions Specialist role, so let us know how you handle tough conversations.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace Customer Resolutions Specialist in Milton Keynes
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 a Customer Resolutions Specialist. We want to see how you can handle complaints and provide excellent customer service, so don’t hold back on those relevant examples!
Showcase Your Communication Skills:Since this role requires excellent written communication, ensure your application is clear, concise, and free of errors. We love a well-structured response that reflects your ability to produce high-quality written communications, just like you would in the job!
Demonstrate Your Understanding of Legislation:Familiarise yourself with the relevant legislation like FCA and TCF. In your application, we’d love to see how you’ve applied this knowledge in past roles or how you plan to use it in this position. It shows us you’re serious about compliance and customer care!
Apply Through Our Website:We encourage you to apply directly through our website for a smoother process. This way, you’ll be sure your application gets to the right people, and you can easily track your progress. Plus, it’s super easy to do!
How to prepare for a job interview at Daimler AG
✨Know Your Legislation
Familiarise yourself with the relevant legislation like FCA, FOS, and TCF. Being able to discuss these regulations confidently 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
Think of scenarios where you've had to empathise with customers or colleagues. Share these experiences during the interview to illustrate your emotional intelligence and resilience, which are crucial for this role.
✨Prepare for Case Studies
Be ready to tackle hypothetical complaint scenarios during the interview. Practise structuring your thought process and decision-making to ensure you can demonstrate a fair and thorough approach to resolving issues.
