Customer Resolutions Specialist 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 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. Through the doors of Mercedes-Benz Financial Services, you’ll find a passionate team working to put our customers first. We know that to keep this team motivated, we need to ensure that everyone has equal opportunity to learn and develop. We celebrate a culture of appreciation and respect, where everyone is valued for who they are. We believe our backgrounds, experiences and cultures contribute to our shared experience and shape who we are and what we do. The diversity of our colleagues reflects the diversity of our customers. This diversity is the driving force behind our ideas.

What’s next?

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.