Customer Contact Centre Manager

Mercedes-Benz Group; Milton Keynes; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading automotive company in Milton Keynes is seeking a Customer Contact Centre Manager to lead a regulated multi-channel customer operation. The role involves ensuring compliance with FCA regulations, driving performance management, and leading strategic initiatives for continuous improvement. Ideal candidates will have experience in managing customer service operations, strong leadership skills, and a commitment to delivering exceptional customer experience. The position offers a competitive salary, comprehensive benefits, and opportunities for professional development.

Benefits

Competitive salary

Discretionary bonus

Pension scheme

Flexible benefits package

Qualifications

• Proven experience managing large, regulated customer service operations.
• Strong track record in embedding performance-management frameworks.
• Experience leading quality-assurance and conduct-risk monitoring programmes.
• Strategic thinker skilled in change management.
• Excellent interpersonal skills.

Responsibilities

• Lead and govern a regulated, multi-channel customer contact operation.
• Drive performance and mitigate risks to enhance customer experience.
• Manage departmental budgets and achieve monthly OPEX targets.
• Lead operational strategy implementation and continuous improvement.
• Build a high-performing, customer-centric team culture.

Skills

Regulatory compliance

Performance management

Change management

Leadership skills

Data analysis

Customer focus

Tools

CRM systems

Microsoft Office

Job description

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Aufgaben 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
• Ownership of 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 toward 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

People Leadership & Development

• Build a high‑performing, customer‑centric team culture
• Coach and mentor direct reports, implementing structured development programs
• 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.
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’re 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 apply online via Taleo. Remember to include a copy of your CV too. 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.
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.
Your application data is held within our secure application tracking system called Taleo – you’ll be given access to a candidate zone in this system where you can monitor and manage your application and see status updates. We will communicate with you, by email or phone throughout the recruitment process so that we can keep you updated and inform you of your progress through the recruitment process. You can also seek 'job alerts' once you are registered in Taleo and it’s possible your details may be returned in searches we conduct for new positions and we may contact you by email to let you know about them. We limit the storage of your data to the necessary period. Contact us at careers@mercedes‑benz.com for further information.
If you have any questions about any matter relating to data protection or the personal data that we process about you for the purpose of personnel recruiting, please contact the Chief Officer of Corporate Data Protection for the Mercedes‑Benz Group AG at the following address: Mercedes‑Benz Group AG, HPC E600, 70546 Stuttgart, data.protection@mercedes‑benz.com.