Customer Escalations Specialist

About us

At Mercedes-Benz Financial Services, our employees are at the heart of our business. We provide financial solutions designed around the changing needs of diverse customers and support an inclusive culture where everyone has equal opportunity to learn and develop.

How you’ll play your part

You will act as a front-line point of contact for customers of Mercedes-Benz Financial Services UK Limited who express dissatisfaction, taking ownership to listen, understand and resolve concerns informally wherever possible. You will communicate clearly, empathetically and professionally across customer contact channels, accurately record customer concerns and actions taken, and use sound judgement to determine whether an issue can be resolved at first contact or needs escalation into the formal complaints process.

Main Accountabilities

Informal Complaint Resolution & Customer Support

• Act as a front-line contact for customer dissatisfaction, aiming to resolve concerns informally where possible.
• Take escalated calls from contact centre agents and support manager escalations.
• Investigate concerns, gather relevant information and identify causes of dissatisfaction.
• Communicate clearly and empathetically across customer contact channels.
• Record concerns, actions, outcomes and next steps accurately.
• Deliver fair, consistent outcomes aligned to Consumer Duty and complaint-handling expectations.

Divisional & Cross-Functional Support

• Provide flexible support across Customer Operations where dissatisfaction or escalation support is needed.
• Help colleagues resolve concerns informally and reduce avoidable formal complaints.
• Support business priorities across calls, emails, webforms, MMF queries and live chat.

Formal Complaints Support & Escalation

• Decide whether concerns can be resolved informally or require formal complaint escalation.
• Provide clear handover information to the Customer Resolution Team when escalation is required.
• Escalate repeat issues, service failures or potential customer detriment in line with process.

Insight, Governance & Continuous Improvement

• Identify themes and learning opportunities from informal complaints and escalated contacts.
• Share insight to improve customer journeys and reduce avoidable complaints.
• Maintain compliance with MBFS policies, FCA requirements, Consumer Duty, GDPR and company standards.

Stakeholder Engagement & Collaboration

• Work collaboratively with Customer Operations, Customer Resolution, Collections, Recoveries and Compliance.
• Act as a support contact for informal complaint handling, dissatisfaction and escalation routes.

About you

• Understanding of relevant legislation and requirements, including TCF, FCA, FOS and vulnerable customer guidance.
• Excellent oral and written communication skills.
• Ability to demonstrate systematic thought processes and manage your own workload.
• Strong customer focus.
• Experience working in a complaint-handling environment, in financial services or another industry.
• Good attention to detail.
• High emotional intelligence and resilience.
• Ability to cope under pressure and meet strict deadlines.

What’s in it for you?

The role offers a competitive salary and discretionary bonus structure, colleague car schemes, a pension scheme, a flexible benefits pot, wellbeing resources, an Employee Assistance Programme, Mental Health First Aiders, Inclusion Advocates, flexible working opportunities and development support.

What’s next?

Applications include a short online application, current CV and application questions, including current salary information. Applications can progress only from candidates with the right to work in the United Kingdom. Reasonable adjustments and flexible working options are available.

Contact

Mercedes-Benz Financial Services UK Limited
Delaware Drive
MK15 8BA Milton Keynes
Email: Careers@Mercedes-Benz.com