Customer Contact Centre Manager

Daimler AG (Canada); Milton Keynes; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading financial services firm in the United Kingdom is seeking a Customer Contact Centre Manager. In this role, you’ll lead a multi-channel contact operation, ensuring compliance and operational excellence. The ideal candidate will have significant experience in customer service management, regulatory compliance, and performance management. This role offers a competitive salary, bonus structure, and flexible benefits, along with an emphasis on personal development and work-life balance.

Benefits

Competitive salary

Discretionary bonus structure

Flexible benefit pot

Pension scheme

Employee Assistance Programme

Qualifications

• Proven experience managing large, regulated customer service operations.
• Strong track record in embedding performance-management frameworks.
• Skilled in performance analytics and reporting.

Responsibilities

• Ensure compliance with FCA regulations and implement risk management.
• Drive performance and resource planning to meet service targets.
• Lead operational strategy and continuous improvement initiatives.

Skills

Leadership skills

Performance analytics

Customer focus

Operational transformation

Regulatory knowledge

Tools

CRM systems

Microsoft Office

Job description

Job Title: Customer Contact Centre Manager

Closing Date: 22 January 2026

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 lead and govern a regulated, multi‑channel customer contact operation, ensuring compliance, operational excellence and strategic alignment across internal teams and outsourced partners. You will drive performance, mitigate risk and deliver continuous improvement to enhance customer experience and safeguard business integrity.

Main Accountabilities

Regulatory Compliance & Risk Management:
• Ensure full adherence to FCA regulations, compliance frameworks and financial crime prevention measures.
• Oversee operational risk management, implementing proactive mitigation strategies.
• Maintain audit readiness and lead corrective actions for compliance and quality assurance.
• Conduct stress tests and outcome‑based reviews to uphold regulatory standards.

Performance Management & Resource Planning:
• Drive consistent delivery against KPIs and operational performance indicators.
• Plan and allocate resources effectively to meet service targets.
• Own front‑line management responsibilities relating to performance, capability and conduct matters.
• Implement leadership strategies to foster engagement and accountability.

Financial Control & Budget Management:
• Manage departmental budgets and achieve monthly OPEX targets.
• Identify cost‑saving opportunities without compromising service quality.
• Deliver executive summaries on performance, risks and opportunities.

Strategic Change & Continuous Improvement:
• Lead operational strategy implementation and embed continuous improvement initiatives.
• Develop change management plans aligned with MBFS vision and priorities.
• Drive business cases for system enhancements and process optimisation towards a “one‑touch” customer philosophy.
• Promote cross‑functional collaboration and new ways of working.

Third‑Party Supplier & Performance Governance:
• Establish and maintain governance frameworks for outsourced suppliers, ensuring compliance and contractual integrity.
• Monitor supplier performance through structured reviews, risk assessments and escalation protocols.
• Use data‑driven insights to optimise service delivery and mitigate risks.
• Collaborate with procurement and compliance teams to strengthen supplier relationships and deliver sustainable value.

Build a high‑performing, customer‑centric team culture. Coach and mentor direct reports, implementing structured development programmes. Drive engagement initiatives and foster collaboration across all areas.

About you

• Proven experience managing large, regulated customer service operations.
• Strong track record in embedding performance‑management frameworks, including KPI governance, capability management and structured coaching.
• Experience leading quality‑assurance and conduct‑risk monitoring programmes, with the ability to convert insight into improved customer outcomes and operational performance.
• Strategic thinker with experience in change management and operational transformation.
• Skilled in performance analytics, reporting and resource planning.
• Excellent interpersonal, influencing and leadership skills.
• Proficiency in CRM systems and Microsoft Office applications.
• Highly customer‑focused with a commitment to continuous improvement.

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.

What’s next?

Please apply online via Taleo. Remember to include a copy of your CV. You’ll be asked a series of questions through the online application process, including one seeking confirmation that you have discussed your application for this position with your Line Manager. The Mercedes‑Benz recruitment process reflects our obligations under relevant UK legislation. Whilst all applications from across Mercedes‑Benz and Daimler globally are carefully considered, unless otherwise stated, we are only able to progress applications from candidates who have the right to work in the United Kingdom.

We’ll work flexibly and are happy to discuss flexible working options. Reasonable adjustments are available to any candidates who need them. We care about your personal data. By submitting an application to us, you consent to our processing of your personal data in support of our recruitment and selection process.

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