Service Contracts Customer Service Team Leader (Contact Centre) Mercedes-Benz Financial Service[...] in Milton Keynes

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 committed to being a Menopause Friendly Employer. We offer wellbeing support options and resources to assist if you are directly affected by the Menopause, or are supporting someone who is going through the Menopause.

How you’ll play your part

In this role, you will direct and supervise the Service Contracts administration team, alongside the management of third-party providers and regular stakeholder reviews. This role is responsible for the leadership and performance of the Customer Service Administrators to ensure customer requirements are met through a customer first approach.

Main Accountabilities

• Responsible for customer and Retailer queries relating to Service Contract agreements across multi channels inclusive of calls, e-mails and online portal, ensuring that KPIs are adhered to and monthly performance reviewed.
• Liaising with third party providers to ensure the smooth and efficient delivery of activities supporting the customer journey.
• To be the escalation point when a team member is unable to meet Retailer or Customer demands and needs, or when a higher degree of authority is required to resolve an issue.
• Handling escalations from senior management and Board-level complaints requiring operational understanding.
• Monitor team performance through KPI management setting in place any performance management required.
• Monitor team activities to improve quality, minimise errors and ensure correct process is followed.
• Identification of training needs, motivating, and empowering team members in line with our Leadership principles.
• Pass and maintain relevant accreditation/compliance/knowledge to the desired standard.
• Ensure company standard of communication with customers (internal and external) reached on all calls, emails, and correspondence adhering to strict targets.
• Taking the lead in identifying, designing, and implementing business process and system improvements, maximising cross team benefits and customer satisfaction.
• You will control and coordinate change, risk, and tasks to deliver agreed SLAs and establish performance reviews for systems, processes, and behaviours to meet planned volume, customer growth and digital transformation benefits.
• To be a Subject matter expert support across business projects and programs, representing the requirements and needs of the Service Contracts operation.
• Managing multiple key stakeholders across the Mercedes-Benz Business including Cars, Risk & Compliance, Retailer Network, IT, Business transformation and Resolutions.
• Be an active member across all Sales & Marketing area, in particular Brand Services.

About you

• Previous experience in managing a team would be desirable or development in line with becoming a Team Leader.
• Flexible with the ability to manage change.
• Experience in new system implementation and change management.
• The ability to manage customer relationships successfully.
• Excellent communication and negotiation skills.
• Ability to multi-task, prioritise and manage time effectively while maintaining strong attention to detail.
• To be computer literate with various packages such as Word, Excel and Cofico/SAP.
• Problem-solving skills.
• Experience within a Contact Centre environment, desired but not essential.
• Ability to work under pressure, whilst maintaining a professional image at all times.
• Ability to work without supervision.
• Excellent time management skills.
• Able and willing to take ownership of problems and resolve them to a satisfactory conclusion within predetermined time frames.
• Self-motivated with the ability to work within a pressurised environment whilst maintaining focus on personal, departmental and company objectives.

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.

What’s next?

Please apply online via Taleo. Remember to include a copy of your CV too. You’ll be asked a series of questions through the online application process, including one seeking confirmation that you have discussed your application for this position with your Line Manager. The Mercedes-Benz recruitment process reflects our obligations under relevant UK legislation. Whilst all applications from across Mercedes-Benz and Daimler globally are carefully considered, unless otherwise stated, we are only able to progress applications from candidates who have the right to work in the United Kingdom. Please be assured that we’re here to support you throughout the recruitment process and beyond, and reasonable adjustments are available to any candidates who need them. We’re also open to working flexibly and are happy to discuss flexible working options.

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 to be 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’ll be given access to a candidate zone in this 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 at 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.