Customer Escalations 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

Tasks

Job Title: Customer Escalations Specialist

Closing Date: 22 September 2026

About us

AtMercedes-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 proud to be a Menopause Friendly Accredited Employer, reflecting our ongoing commitment to creating a supportive and inclusive workplace. We offer wellbeing support options and resources for colleagues experiencing menopause and to those who are supporting someone through it.

How you’ll play your part

In this role, you will act as a front-line point of contact for customers of Mercedes-Benz Financial Services UK Limited (MBFS) who express dissatisfaction, taking ownership to listen, understand, and resolve concerns informally wherever possible. The role requires clear, empathetic and professional communication across customer contact channels, accurate recording of customer concerns and actions taken, and sound judgement to identify when an issue can be resolved at first point of contact or needs to be escalated into the formal complaints process.

Main Accountabilities

Informal Complaint Resolution & Customer Support:

• Act as a front-line contact for customer dissatisfaction, aiming to resolve concerns informally where possible.
• Take escalated calls from contact centre agents and support manager escalations to resolve concerns early.
• Proactively investigate concerns, gather relevant information and identify the cause of dissatisfaction.
• Communicate clearly and empathetically across customer contact channels, explaining actions and next steps.
• Accurately record concerns, actions, outcomes, and next steps.
• Deliver fair, consistent outcomes aligned to Consumer Duty and complaint handling expectations.

Divisional & Cross-Functional Support:

• Provide flexible support across Customer Operations where dissatisfaction or escalation support is needed.
• Help colleagues resolve concerns informally and reduce avoidable formal complaints.
• Support business priorities across calls, emails, webforms, MMF queries and live chat.

Formal Complaints Support & Escalation:

• Decide whether concerns can be resolved informally or need formal complaint escalation.
• Provide clear handover information to the Customer Resolution Team when escalation is required.
• Escalate repeat issues, service failures or potential customer detriment in line with process.

Insight, Governance & Continuous Improvement:

• Identify themes and learning opportunities from informal complaints and escalated contacts.
• Share insight to improve customer journeys and reduce avoidable complaints.
• Maintain compliance with MBFS policies, FCA requirements, Consumer Duty, GDPR, and company standards.

Stakeholder Engagement & Collaboration:

• Work collaboratively with Customer Operations, Customer Resolution, Collections, Recoveries and Compliance.
• Act as a support contact for informal complaint handling, dissatisfaction and escalation routes.

About you

• Demonstrate understanding of all relevant aspects of legislation/requirements including but not limited to TCF, FCA, FOS, and relevant vulnerable customer guidance.
• Excellent oral and written communications.
• Ability to demonstrate systematic thought processes and plan and manage own workload/delivery.
• Strong customer focus.
• Experience of working in a complaint handling environment, either within financial services or another industry type.
• Good attention to detail.
• High level of emotional intelligence and resilience.
• Ability to cope under pressure and meet strict deadlines.

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 are and what we do. The diversity of our colleagues reflects the diversity of our customers. This diversity is the driving force behind our ideas.

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 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 will be given access to a candidate zone in the 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 as [e-mail] 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, [e-mail].