Hybrid Customer Complaints & Resolution Specialist

Mercedes-Benz Group; Milton Keynes; Hybrid; GBP 28,000 - 40,000; Full time

Benefits offered by this job

Flexible and hybrid working

Competitive salary and benefits

25 days annual leave

Mercedes-Benz car scheme

Company pension

Wellbeing support

Development opportunities

Job summary

Mercedes-Benz Financial Services is seeking a Customer Resolutions Specialist to investigate and resolve customer complaints, ensuring fair outcomes in line with FCA, FOS and TCF guidelines. You’ll apply empathy, sound judgement, and attention to detail to deliver high-quality final responses and progress updates.

In a fast-paced, multi-channel environment you’ll triage cases, log actions in our systems, coordinate with relevant business areas and ensure timely FCA-compliant correspondence.

Qualifications

• Demonstrate understanding of FCA, FOS, TCF and vulnerable customer guidance.
• Excellent oral and written communications.
• Ability to plan and manage own workload/delivery.
• Strong customer focus.
• High attention to detail and resilience under pressure.

Responsibilities

• Undertake fair, prompt investigations of written and verbal complaints according to MBFS rules.
• Provide high-quality written final responses and progress updates to stakeholders.
• Evaluate customer circumstances to reach appropriate resolutions including goodwill or non-monetary remedies.
• Negotiate with relevant areas to reach multi-party resolutions benefiting customers.
• Manage triage across channels to categorize and route cases efficiently.
• Log all actions in systems to support root cause analysis and reporting.
• Ensure regulated correspondence is sent within FCA timelines.

Skills

Empathy

Attention to detail

Oral and written communication

Planning & time management

Emotional intelligence

Job description

Mercedes-Benz Financial Services is seeking a Customer Resolutions Specialist to investigate and resolve customer complaints, ensuring fair outcomes in line with FCA, FOS and TCF guidelines. You’ll apply empathy, sound judgement, and attention to detail to deliver high-quality final responses and progress updates.

In a fast-paced, multi-channel environment you’ll triage cases, log actions in our systems, coordinate with relevant business areas and ensure timely FCA-compliant correspondence.