At a Glance
- Tasks: Manage sensitive customer cases with empathy and deliver tailored outcomes.
- Company: Join Mercedes-Benz Financial Services, a leader in customer care.
- Benefits: Competitive salary, bonuses, flexible benefits, and wellbeing resources.
- Other info: Collaborative team culture with strong focus on personal development.
- Why this job: Make a real difference in vulnerable customers' lives while growing your career.
- Qualifications: Experience in customer support, especially in regulated environments, is essential.
The predicted salary is between 30000 - 40000 £ per year.
Tasks
Job Title: Sensitive Processes & Vulnerable Customer Specialist (Customer Support Specialist)
In this role, you will manage sensitive and vulnerable customer cases end-to-end, delivering fair and tailored outcomes while ensuring compliance with regulatory requirements.
The role protects customers from detriment, supports MBFS’ obligations under FCA Vulnerable Customer guidance, Consumer Duty, DISP, and FOS expectations.
- Main Accountabilities
- Manage a portfolio of sensitive and vulnerable customer cases end-to-end, including Bereavement, Terminal & Critical Illness, Long-Term Hospitalisation and Domestic Abuse.
- Engage with customers using empathetic communication, both verbally and in writing.
- Deliver fair, consistent, and customer‑centric outcomes aligned to FCA Vulnerable Customer and Consumer Duty guidance.
- Ensure all case handling meets applicable regulatory obligations, including FCA Principles, Consumer Duty, and GDPR expectations.
- Cross Functional Support
- Proactively and fluidly move resources cross‑functionally to support business and departmental objectives (KPIs) while remaining within tolerance of individual objectives (OPIs), including:
- Inbound customer phone calls
- Emails/Webforms/MMF Queries/Live Chat
- Insight, Governance & Continuous Improvement
- Identify trends, root causes, and learning themes across complaints, sensitive processes and vulnerable customer cases and provide insight and recommendations to improve customer outcomes.
- Contribute to the review and improvement of sensitive and vulnerable customer processes, controls, and governance.
- Stakeholder Engagement & Collaboration
- Work collaboratively with internal teams, including Customer Operations, Collections, Recoveries, Compliance.
- Act as a subject‑matter contact for vulnerability and sensitive case handling within Customer Operations.
About you
Essential
- Experience handling customer interactions, ideally within a regulated Financial Services environment (motor finance, consumer credit, banking, or similar), with a basic understanding of FCA Vulnerable Customer Guidance and Consumer Duty obligations.
- Demonstrate ability to communicate with empathy, clarity, and professionalism in emotionally challenging situations.
- High level of emotional intelligence, resilience, and personal accountability.
- Excellent written communication skills with strong attention to tone, accuracy, and detail.
- Strong organisational skills with the ability to manage complex casework to agreed timescales.
Desirable
- Experience handling sensitive, complex, or vulnerable customer cases within a regulated Financial Services environment (motor finance, consumer credit, banking, or similar).
- Strong understanding of FCA Vulnerable Customer Guidance, Consumer Duty, and complaint/sensitive case handling obligations.
- Experience supporting customers experiencing mental health challenges, bereavement, or safeguarding concerns.
- Familiarity with complaint or case management systems and data‑driven insight reporting.
- Experience contributing to Consumer Duty outcomes monitoring or vulnerability frameworks.
What’s in it for you?
We’ll offer a competitive salary and discretionary bonus structure.
You’ll also have access to our colleague car schemes, pension scheme, and a flexible benefit pot that can be used to select benefits that are right for you.
In addition, you’ll receive colleague wellbeing resources, including an Employee Assistance Programme, Mental Health First Aiders, and Inclusion Advocates, as well as flexible opportunities to support work‑life balance.
We’ll also support your development with the training and knowledge you need to reach your potential.
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Sensitive Processes & Vulnerable Customer Specialist (Customer Support Specialist) Mercedes-Ben[...] 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 Sensitive Processes & Vulnerable Customer Specialist (Customer Support Specialist) Mercedes-Ben[...]
✨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 Sensitive Processes & Vulnerable Customer Specialist (Customer Support Specialist) Mercedes-Ben[...]
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.
