Customer Resolutions Specialist

Daimler AG (Canada); Milton Keynes; Hybrid; GBP 40,000 - 60,000; Full time

Benefits offered by this job

Hybrid working

Pension plan

Wellbeing support

Development opportunities

Job summary

Mercedes-Benz Financial Services UK is seeking a Customer Resolutions Specialist to manage investigations and resolve complaints, ensuring fair outcomes and FCA alignment.

You will navigate complex scenarios, produce high-quality final responses, and collaborate across teams in a hybrid work environment with emphasis on empathy and accuracy.

Right to work in the UK applies; a comprehensive benefits package and development opportunities are offered.

Qualifications

• Experience in complaints handling in financial services.
• Knowledge of FCA, FOS, and TCF frameworks.
• Ability to meet regulatory timelines and deliver fair outcomes.

Responsibilities

• Investigate and resolve written and verbal complaints.
• Provide high-quality final responses and progress updates.
• Ensure regulatory timelines and fair customer outcomes.
• Collaborate with internal teams to reach resolutions.

Skills

Complaint handling

Regulatory knowledge

Empathy

Excellent communication

Job description

Job Description - Customer Resolutions Specialist (MER0004AC2)

Customer Resolutions Specialist Group : Mercedes-Benz Group AG

Description

Job Title: Customer Resolutions Specialist

Closing Date: 23 November 2026

About us

At Mercedes-Benz Financial Services, our passion lies not only in the finance solutions we provide, but in the people who make them possible. We're enthusiastic, forward-thinking and dedicated to shaping the future of mobility with sustainable solutions and outstanding customer experiences.

Together, we create an inclusive workplace where everyone feels they belong, can contribute and be their best self. Our culture is built on respect and equal opportunity. We celebrate the diversity of our teams, recognising that different perspectives and experiences strengthen who we are, what we do and how we do it.

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

This role offers the opportunity to make a meaningful impact by managing the investigation and resolution of expressions of dissatisfaction (complaints), ensuring concerns are handled fairly and the right outcomes are reached for our customers. We're looking for someone who demonstrates empathy, sound judgement, attention to detail and a confident approach to problem-solving, with experience or knowledge of complaint handling, regulatory requirements and delivering fair customer outcomes.

Working within a fast-paced, customer-focused environment, you'll help to navigate a wide variety of complaint scenarios, systems and processes while ensuring compliance with Financial Conduct Authority (FCA) requirements, Financial Ombudsman Service (FOS) expectations, Treating Customers Fairly (TCF) principles and relevant Vulnerable Customer guidance, contributing to positive customer experiences, fair outcomes and consistently high standards of complaint resolution.

Main Accountabilities:

Undertaking fair, consistent, prompt and thorough investigations of written and verbal complaints cases in accordance with MBFS guidance and case handling rules.

Use of judgement to ensure fair and appropriate Customer outcomes within relevant limit of authority. Production of high-quality written final responses and providing comprehensive, professional summaries and updates on progress to the relevant stakeholders (when required).

Required to evaluate Customer circumstance, inconvenience and distress in order to achieve an appropriate resolution from a wide range of potential options including but not limited to goodwill payments, write offs and non-monetary compensation.

Negotiate on a regular basis with relevant business areas including external parties in order to reach an appropriate multi-partite resolution ensuring the best outcome for the customer.

Manage the diagnostic and triage processes across multiple channels in order to effectively categorise, route and prioritise cases.

Manage cases by accurately reporting and logging all actions through company systems in order to support root cause analysis and reporting requirements.

Accountable for sending all regulated correspondence to the customer within FCA timelines (e.g. acknowledgement letter, holding letter and final response letter).

What you’ll bring

The requirements for this role are highlighted below. If your experience looks a little different and you believe you have transferable skills that would help you succeed in this role, we'd love to hear from 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.

High level of emotional intelligence and resilience.

Ability to cope under pressure and meet strict deadlines.

Experience of working in a complaints handling environment, either within financial services or another industry type.

At Mercedes-Benz you are required to maintain ethical standards in accordance with our policies. You must also adhere to the company's compliance guidelines and policies including anti-bribery and all relevant competition law.

What's in it for you

Alongside a rewarding career, we offer a competitive range of benefits to support your wellbeing, lifestyle, development and future ambitions.

Flexible and hybrid working – Hybrid working for office-based roles, helping you balance your time between home and the office and the option to request flexible working arrangements.

Reward and benefits – Competitive salary, bonus scheme and a company-funded benefits bank that allows you to choose between a range of benefits to suit your lifestyle, including options such as private medical insurance, dental insurance, income protection, a health cash plan, annual leave purchase, medical screening, discounted gym membership and more.

Time to recharge – 25 days annual leave, increasing with length of service.

Mercedes-Benz perks – The opportunity to drive a Mercedes-Benz through one of our colleague car schemes.

Planning for the future – A company pension to help build financial security for today and tomorrow.

Wellbeing support – Access to 24/7 Employee Assistance Programme, Peppy, Mental Health First Aiders, Menopause Support and a Virtual GP Service.

Development opportunities - Take charge of your growth with access to our Development Hub, offering learning tools, virtual and in-person training, leadership programmes, and resources to support your career development.

What's next?

Need adjustments during the recruitment process?

We want every candidate to feel supported throughout our recruitment process. If there is anything we can do to help you participate fully and comfortably, please let us know. We're committed to creating an accessible experience and will work with you to provide any support or adjustments you may need.

Right to work

Due to UK legislation, we can only accept applications from candidates who have the right to work in the UK.

We care about your personal data. The UK 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 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 at the following address: HPC W079 70546 Stuttgart , [e-mail].