Customer Support Advisor in Milton Keynes

Role: Customer Support Advisor

Division: Mercedes-Benz Financial Services

Department: Customer Operations

Location: Tongwell, Milton Keynes - fully office-based

Hours: 37.5 hours per week: 09:00 - 17:00 with a 30-minute lunch and a 15-minute break.

Start: 6th April 2026

Duration: 12 months initially

Basic Rate: £12.71 per hour

Your New Role:

In this role, you will be responsible for delivering an excellent service to all Mercedes-Benz Cars ServiceCare customers as an 'information and administration provider' providing the highest level of customer satisfaction to ensure customer loyalty to MBC. Ensure all customer and Retailer requests are responded to and actioned, ensuring customers are fully informed and have been guided through their Service Care contract.

Responsibilities:

• Respond efficiently and professionally to incoming emails, calls, live chats, and text chats within agreed timescales, providing a one-stop resolution for customers, Retailers, and internal colleagues.
• Accurately identify and assess customer and Retailer needs to ensure satisfaction.
• Record all queries and actions on the appropriate customer contact system, ensuring accurate processing of customer accounts and documentation while adhering to data protection requirements.
• Resolve customer and Retailer concerns by clarifying issues, determining root causes, advising appropriate solutions, and following up to ensure satisfactory resolution. Escalate cases where required, based on severity.
• Manage Service Contract Agreements for Passenger Cars, ensuring all required documentation is received and addressing any related queries or issues directly with Retailers and Customers.
• Maintain required accreditation, compliance, and knowledge, meeting the desired standard.
• Ensure all communication-calls, emails, live chats, text chats, and written correspondence-consistently meets company quality standards and performance targets.
• Administer all contract amendments, activations, and cancellation requests throughout the life cycle of the Service Contract, ensuring full compliance with data protection requirements and service level expectations.
• Complete ad-hoc tasks assigned by the direct manager or other relevant stakeholders, aligned with the role, skill set, and experience of the job holder.
• Proactively contribute to process improvements, supporting the development of new procedures and participating in system enhancements that improve the overall customer experience.
• Support a customer-centric culture, helping future-proof the team to meet evolving customer expectations, including a 24/7 service mindset and participation in change management activity.
• Actively participate across all Customer Operations areas, with a particular focus on 'In Life' operations where required.

What You'll Need to Succeed:

• Proven customer service experience, demonstrating a strong customer-first approach.
• Strong phone handling skills with confident communication and active listening.
• Customer oriented mindset with the ability to adapt and respond to different personalities and situations.
• Excellent written and verbal communication, including professional letter and email writing with accurate English grammar.
• Effective multitasking and prioritisation skills, with the ability to manage time efficiently while maintaining high attention to detail.
• Computer literate, with experience using packages such as Word, Excel, and Cofico/SAP.
• Comfortable working with targets, KPIs, and performance-driven environments.
• Patient, resilient, and able to manage stress in fast-paced or challenging situations.
• Strong problem-solving abilities, with a logical and solution-focused approach.
• Contact Centre experience desirable but not essential.
• Ability to work under pressure while maintaining a professional and positive image.
• Ability to work independently, demonstrating initiative and self-direction.
• Excellent time management skills, ensuring deadlines and service levels are consistently met.
• Ownership and accountability, taking responsibility for resolving issues within set timeframes.
• Self motivated, able to stay focused in pressurised environments while meeting personal, team, and company objectives.
• Relevant administration experience, supporting operational accuracy and compliance.
• Numerate, comfortable working with figures and data as required.

What You'll Receive in Return:

• Opportunity: Work with a leading automotive brand.
• Modern Facilities: The recently refurbished headquarters in Tongwell, Milton Keynes, offer amenities such as an onsite café, hot desks, and free parking.
• Technology: Contingent workers receive their own laptop.
• Silent Room: A dedicated space in the Tongwell office for prayer or reflection.
• Long-Career Progression: Potential for permanent role opportunities.