Job Description - Customer Resolutions Specialist (12-Month Fixed Term Contract) (MER0003H2P)
Job Title: Customer Resolutions Specialist (12-Month Fixed Term Contract)
Closing Date: 12 December 2024
About us 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. We support you for being you.
We want to celebrate your individuality, embrace your personality and welcome you into our culture. Inclusion is the driving force behind our ethos.
How you'll play your part 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). You will handle a variety of complaint cases while being compliant with relevant legislation including Financial Conduct Authority (FCA), Financial Ombudsman Service (FOS), Treating Customers Fairly (TCF) and relevant Vulnerable Customer guidance.
Main Accountabilities Maintain ethical standards in accordance with Daimler AG Policies and the Company's Compliance Guidelines. Undertake fair, consistent, prompt and thorough investigations of written and verbal complaints. Ensure fair and appropriate Customer outcomes within relevant limits of authority. Evaluate Customer circumstances to achieve appropriate resolutions. Negotiate with relevant business areas to reach appropriate resolutions. Manage the diagnostic and triage processes across multiple channels. Report and log all actions through company systems for root cause analysis. Send all regulated correspondence to customers within FCA timelines. About you Understanding of relevant legislation including TCF, FCA, FOS. Excellent oral and written communication skills. Systematic thought processes and ability to manage workload. Experience in a complaints handling environment. High level of emotional intelligence and resilience. Ability to cope under pressure and meet deadlines. What's in it for you? We offer a competitive salary, discretionary bonus structure, colleague car schemes, pension scheme, and a flexible benefits pot. We provide access to wellbeing resources, development opportunities, and support for work-life balance.
What's next? Please apply online via Taleo and include a copy of your CV. You'll be asked a series of questions through the application process, including confirmation that you have discussed your application with your Line Manager.
We care about your personal data. By submitting an application, you agree to the processing of your personal data in support of our recruitment process.
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