Customer Resolutions Specialist

Job Description - Customer Resolutions Specialist (MER0003X8E)

Customer Resolutions Specialist Group : Mercedes-Benz Group AG

Description

Job Title: Customer Resolutions Specialist

Closing Date: 20 January 2026

At Mercedes-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 committed to being a Menopause Friendly Employer. We offer wellbeing support options and resources to assist if you are directly affected by the Menopause, or are supporting someone who is going through the Menopause.

In this role, you will manage the investigation, resolution and outcome of expressions of dissatisfaction (complaints) from Customers of Mercedes-Benz Financial Services UK Limited (MBFS).

This opportunity requires you to handle an extensive variety of complaint cases, related scenarios, company systems and processes whilst being fully compliant with relevant legislation including but not limited to Financial Conduct Authority (FCA), Financial Ombudsman Service (FOS), Treating Customers Fairly (TCF) and relevant Vulnerable Customer guidance.

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).

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.

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

High level of emotional intelligence and resilience.

Ability to cope under pressure and meet strict deadlines.

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.

Please apply online via Taleo. Remember to include a copy of your CV. You'll be asked a series of questions through the online application process, including one seeking confirmation that you have discussed your application for this position with your Line Manager. The Mercedes-Benz recruitment process reflects our obligations under relevant UK legislation. Whilst all applications from across Mercedes-Benz and Daimler globally are carefully considered, unless otherwise stated, we are only able to progress applications from candidates who have the right to work in the United Kingdom.

Please be assured that we're here to support you throughout the recruitment process and beyond, and reasonable adjustments are available to any candidates who need them. We're also open to working flexibly and are happy to discuss flexible working options.