Customer Resolutions Specialist

About us

At Mercedes-Benz Financial Services, our passion lies not only in the finance solutions we provide, but in the people who make them possible. We're enthusiastic, forward-thinking and dedicated to shaping the future of mobility with sustainable solutions and outstanding customer experiences.

Together, we create an inclusive workplace where everyone feels they belong, can contribute and be their best self. Our culture is built on respect and equal opportunity. We celebrate the diversity of our teams, recognising that different perspectives and experiences strengthen who we are, what we do and how we do it.

At MBFS, we are proud to be a Menopause Friendly Accredited Employer, reflecting our ongoing commitment to creating a supportive and inclusive workplace. We offer wellbeing support options and resources for colleagues experiencing menopause and to those who are supporting someone through it.

How you’ll play your part

This role offers the opportunity to make a meaningful impact by managing the investigation and resolution of expressions of dissatisfaction (complaints), ensuring concerns are handled fairly and the right outcomes are reached for our customers. We're looking for someone who demonstrates empathy, sound judgement, attention to detail and a confident approach to problem-solving, with experience or knowledge of complaint handling, regulatory requirements and delivering fair customer outcomes.

Working within a fast-paced, customer-focused environment, you'll help to navigate a wide variety of complaint scenarios, systems and processes while ensuring compliance with Financial Conduct Authority (FCA) requirements, Financial Ombudsman Service (FOS) expectations, Treating Customers Fairly (TCF) principles and relevant Vulnerable Customer guidance, contributing to positive customer experiences, fair outcomes and consistently high standards of complaint resolution.

Main Accountabilities

• Undertake fair, consistent, prompt and thorough investigations of written and verbal complaints cases in accordance with MBFS guidance and case handling rules.
• Use judgement to ensure fair and appropriate customer outcomes within the relevant limit of authority.
• Produce high-quality written final responses and provide comprehensive, professional summaries and updates to relevant stakeholders when required.
• Evaluate customer circumstances, inconvenience and distress to achieve an appropriate resolution from options including goodwill payments, write-offs and non-monetary compensation.
• Negotiate regularly with relevant business areas and external parties to reach appropriate multi-partite resolutions.
• Manage diagnostic and triage processes across multiple channels to categorise, route and prioritise cases.
• Accurately report and log all actions through company systems to support root cause analysis and reporting requirements.
• Send all regulated correspondence to customers within FCA timelines, including acknowledgement, holding and final response letters.

What you’ll bring

Essential:

• 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 plan and manage own workload and delivery.
• Strong customer focus.
• Good attention to detail.
• High emotional intelligence and resilience.
• Ability to cope under pressure and meet strict deadlines.

Desirable:

• Experience working in a complaints handling environment, within financial services or another industry.

Benefits

• Flexible and hybrid working for office-based roles.
• Competitive salary, bonus scheme and company-funded benefits bank.
• 25 days annual leave, increasing with length of service.
• Mercedes-Benz colleague car schemes.
• Company pension.
• 24/7 Employee Assistance Programme, Peppy, Mental Health First Aiders, Menopause Support and Virtual GP Service.
• Development Hub with learning tools, training, leadership programmes and career resources.

Additional information

Applicants must have the right to work in the UK. Adjustments are available during the recruitment process. Applications are processed in accordance with UK General Data Protection Regulation requirements.