Customer Escalations & Experience Specialist

Daimler AG; Milton Keynes; On-site; GBP 32,000 - 42,000; Full time

Job summary

Mercedes-Benz Financial Services UK is seeking a Customer Escalations Specialist to act as the front-line contact for customer dissatisfaction, listening, understanding and resolving concerns informally where possible. The role requires clear, empathetic communication across channels and accurate record-keeping of issues and actions taken.

You will collaborate with multiple teams, escalate when needed, and maintain compliance with Consumer Duty, FCA and GDPR requirements while contributing to

Qualifications

• Excellent verbal and written communication.
• Strong customer focus and service orientation.
• Experience in a complaint handling environment.

Responsibilities

• Act as a front-line contact for customer dissatisfaction and resolve informally where possible.
• Take escalated calls and support early resolution of concerns.
• Investigate issues, gather information and identify root causes of dissatisfaction.
• Communicate clearly and empathetically across channels; document concerns and actions.

Skills

Communication skills

Customer focus

Complaint handling

Emotional intelligence

Resilience

Deadline management

Job description

Mercedes-Benz Financial Services UK is seeking a Customer Escalations Specialist to act as the front-line contact for customer dissatisfaction, listening, understanding and resolving concerns informally where possible. The role requires clear, empathetic communication across channels and accurate record-keeping of issues and actions taken.

You will collaborate with multiple teams, escalate when needed, and maintain compliance with Consumer Duty, FCA and GDPR requirements while contributing to