Frontline Customer Escalations Specialist

Daimler AG; Milton Keynes; On-site; GBP 30,000 - 38,000; Full time

Benefits offered by this job

Employee wellbeing resources

Pension scheme

Flexible benefits

Colleague car schemes

Job summary

Mercedes-Benz Financial Services in the United Kingdom is seeking a Customer Escalations Specialist in Milton Keynes to act as a front-line contact for customers expressing dissatisfaction, listening, understanding and resolving concerns informally where possible.

The role requires clear, empathetic communication, accurate recording of issues, and decisive escalation when needed, with a focus on consumer duty, FCA guidelines and maintaining high customer experience.

Qualifications

• Excellent oral and written communications.
• Strong customer focus.
• Experience of working in a complaint handling environment, either within financial services or another industry type.
• Understanding of legislation and regulatory requirements (TCF, FCA, FOS, vulnerable customer guidance).
• Ability to plan and manage own workload with resilience under pressure.

Responsibilities

• Act as front-line contact for customer dissatisfaction and resolve concerns informally where possible.
• Take escalated calls from contact centre agents and support manager escalations to resolve concerns early.
• Investigate concerns, gather relevant information and identify the cause of dissatisfaction.
• Communicate clearly and empathetically across channels; record concerns, actions and outcomes.
• Deliver fair, consistent outcomes aligned to Consumer Duty and complaint handling expectations.
• Provide flexible support across Customer Operations and help colleagues resolve concerns informally.
• Decide whether concerns can be resolved informally or require formal complaint escalation; handover to Customer Resolution Team when needed.
• Escalate repeat issues or potential detriment in line with process.
• Identify themes for improvement and share insight to reduce avoidable complaints.

Job description

Mercedes-Benz Financial Services in the United Kingdom is seeking a Customer Escalations Specialist in Milton Keynes to act as a front-line contact for customers expressing dissatisfaction, listening, understanding and resolving concerns informally where possible.

The role requires clear, empathetic communication, accurate recording of issues, and decisive escalation when needed, with a focus on consumer duty, FCA guidelines and maintaining high customer experience.