Customer Contact Centre Manager

Mercedes-Benz in the UK; Milton Keynes; On-site; GBP 45,000 - 60,000; Full time

Job summary

A leading automotive finance company is seeking a Customer Contact Centre Manager in Milton Keynes. The role involves leading a regulated customer contact operation, managing compliance, operational performance, and driving continuous improvement. Candidates should possess extensive experience in customer service management, strong leadership, and strategic thinking skills. The position offers competitive salary, discretionary bonuses, and various benefits focused on employee development and work-life balance.

Benefits

Competitive salary

Flexible benefit pot

Pension scheme

Employee Assistance Programme

Qualifications

• Proven experience managing large, regulated customer service operations.
• Strong track record in performance management frameworks.
• Strategic thinker with experience in operational transformation.

Responsibilities

• Lead a multi-channel customer contact operation.
• Ensure compliance with FCA regulations.
• Manage departmental budgets and resources.

Skills

Customer service management

Performance management

Risk management

Change management

CRM systems proficiency

Leadership skills

Job description

Job Title

Customer Contact Centre Manager

Closing Date

22 January 2026

About Mercedes‑Benz Financial Services

We are committed to delivering financial solutions that meet the changing needs of our diverse customers. Our inclusive culture celebrates individuality, embraces diverse backgrounds, and ensures an equal opportunity environment for all employees.

How You'll Play Your Part

In this role, you will lead 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.

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 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.

Qualifications

• 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.

Benefits

We’ll offer a competitive salary and discretionary bonus structure, access to colleague car schemes, a pension scheme, and a flexible benefit pot that can be tailored to your needs.

Additional wellbeing resources include an Employee Assistance Programme, Mental Health First Aiders, Inclusion Advocates, and flexible opportunities to support work‑life balance. We encourage your development with the training and knowledge you need to reach your potential.

Application Process

Please apply online via Taleo and include a copy of your CV. The application process will confirm your discussion of this position with your Line Manager and ensure you have the legal right to work in the United Kingdom.

Equal Opportunity Statement

Mercedes‑Benz Financial Services is an equal opportunity employer. We celebrate diversity and are committed to inclusive hiring practices.