Outcome Testing Specialist (12-Month Fixed Term Contract)

About us

At Mercedes-Benz Financial Services, our employees are at the heart of our business. The company provides financial solutions designed around the changing needs of diverse customers and is committed to inclusion, development, wellbeing and equal opportunities.

How you’ll play your part

As an Outcome Testing Specialist, you will focus on quality assurance and compliance within Customer Services, Resolutions and regulatory programmes. The role involves independent testing and reviews, segregation of duties, call listening, administration and collaboration with third-party suppliers to ensure high standards and correct customer outcomes.

Main accountabilities

• Conduct daily and timely reviews across phone, email, post, webforms, MMF and live chat.
• Ensure compliance with company policies, processes, business rules and regulations.
• Review customer interactions and assess whether outcomes meet customer and business requirements.
• Recommend remediation for poor outcomes, monitor actions and escalate issues where necessary.
• Provide clear, accurate and constructive feedback against volume and precision targets.
• Support cross-company and regulatory projects, competency assessments and accreditation requirements.
• Use review findings, root-cause analysis and trend analysis to identify compliance risks, training gaps and process shortfalls.
• Recommend continuous improvements and changes to processes, controls and customer journeys.
• Support implementation of changes identified through second-line-of-defence and audit reviews.
• Present findings, results and actions to stakeholders at varying management levels.
• Support check-the-checker activities, competency reviews and framework reviews.
• Communicate review outcomes effectively in writing and verbally, and provide feedback during calibration sessions.

About you

• Good understanding of Consumer Duty, Vulnerable Customers and FCA principles.
• Strong written and verbal communication skills.
• Effective listening, coaching, persuasion, reasoning and influencing skills.
• Proactive, positive and determined approach.
• Ability to work independently and collaboratively, adapt quickly and learn effectively.
• Ability to assess reviews fairly, consistently, objectively and compliantly.
• Strong organisational and time-management skills.
• Analytical skills, critical thinking and logical reasoning, including root-cause identification.
• Coaching and feedback experience.
• Ability to interpret data and provide insight.
• Understanding of Resolutions and Customer Services is desirable.

What’s in it for you?

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

What’s next?

Please apply online via Taleo and include a copy of your CV. Candidates must have the right to work in the United Kingdom unless otherwise stated. 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