Customer Care Manager

Role: Customer Care Manager

Division: Mercedes-Benz Cars

Start: ASAP

Basic Pay rate: £21.43 per hour PAYE (£39k)

Duration: until 26th September 2025

Working hours: 35 hours per week on a rota between 08:00 - 18:00 with a 1-hour break. Shifts are 08:00 - 16:00, 09:00 - 17:00 or 10:00 - 18:00. Once every two weeks, you are required to work 10:00 - 18:00.

Location: 3 days in the office, 2 days WFH. For the first 2 - 4 weeks you will need to be office-based for training purposes.

Your New Role: Overview:

The key purpose of this role is to investigate, manage and resolve escalated and complex complaints, provide a customer-centric approach to handling dissatisfaction and deliver an outstanding customer experience.

Responsibilities:

• Apply confidence and creativity as a communicator to calls and correspondence with customers.
• Demonstrate empathy with customers on the telephone and in writing, produce high-quality written correspondence, using correct grammar, spelling, language and tone of voice.
• Manage and resolve escalated and complex customer complaints, including those of a technical nature, product liability, legal cases and high-profile customers.
• Treat all cases fairly and on an individual basis.
• Use initiative and decision-making skills to identify the issue and drive through a swift and effective resolution.
• Responsible for decision-making and authorisation of vehicle buyback requests that come from Retail Agents.
• Work closely with Agents to handle queries and encourage vehicle repair where practical, to reduce vehicle exchanges.
• Consider appropriate use of goodwill budget to resolve customer dissatisfaction.
• Use commercial knowledge and available tools effectively to manage customer expectations whilst showing consideration of MBC UK budget restraints and authority rules.
• Accurately record all complaints, actions, findings and corrective activity.
• Maintain a 360-degree view of the customer and signpost customers to Mercedes-Benz Finance in a timely manner (for vehicles purchased on finance) and resolve vehicle quality issues.
• Work collaboratively with all areas of the business, to establish strong links with the Network and departments within MBCUK, including but not limited to Special Investigations, Technical, Warranty, Sales, Legal.
• Exploit these to resolve complex customer complaints expediently and as a first touch resolution.
• Proactively identify trends and lessons learned, and use feedback to improve and promote best practice.
• Provide feedback on this information to relevant areas of the business with recommendations to address areas of shortfall.
• Provide comprehensive and professional summaries and updates on cases and progress when required for MBC UK and MBAG senior management and Sales and After Sales field teams, tailoring content with relevance to the audience.

What You'll Need to Succeed:

• Flexible approach to working hours to provide cover, on a rota basis.
• Organised and self-motivated with excellent attention to detail.
• Absolute sense of ownership, expediency, tenacity and resilience.
• Ability to prioritise, work at a pace when required and under pressure.
• Tenacity and initiative to gather information and investigate cases on a wide range of issues.
• Work proactively and flexibly to manage workload, so cases are dealt with within regulatory and legal timescales, responding to urgent requests for assistance when handling customer issues.
• Good commercial understanding and decision-making skills to make the best use of budget and other resources in line with customer needs.
• Establish the cause of the customer complaint and bring it to a resolution whilst effectively managing customer expectations.
• Ability to build strong relationships with stakeholders throughout the business, influencing where necessary to get the best outcome for the customer.
• In-depth cross-functional knowledge of the company's products, processes and procedures.
• Knowledge and understanding of company systems.
• Ability to identify complaint trends and recommend best practice or different ways of doing things.

What You'll Receive in Return:

• Opportunity: Work with a leading automotive brand.
• Modern Facilities: The recently refurbished headquarters in Tongwell, Milton Keynes, offers 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-Term Career Progression: Potential for permanent roles.