Job Title: Customer Resolutions Specialist
Closing Date: 4 June 2026
About Us
Mercedes-Benz Financial Services provides a range of financial solutions designed around the changing needs of diverse customers. We support individuality, celebrate diversity, and deliver outstanding Customer Experience.
How You’ll Play Your Part
Manage the investigation, resolution and outcome of expressions of dissatisfaction (complaints) from customers of Mercedes-Benz Financial Services UK Limited (MBFS). Handle a variety of complaint cases while ensuring compliance with FCA, FOS, TCF, and vulnerable customer guidance.
Main Accountabilities
* Undertake fair, consistent, prompt, and thorough investigations of written and verbal complaints according to MBFS guidance.
* Use judgement to ensure fair and appropriate customer outcomes within relevant limit of authority; produce high quality written responses and provide professional summaries and updates to stakeholders.
* Evaluate customer circumstance, inconvenience and distress to achieve appropriate resolution from a range of options including goodwill payments, write‑offs and non‑monetary compensation.
* Negotiate regularly with relevant business areas and external parties to reach appropriate multi‑partite resolutions.
* Manage diagnostic and triage processes across multiple channels to categorise, route and prioritise cases.
* Accurately report and log all actions through company systems to support root‑cause analysis and reporting requirements.
* Send all regulated correspondence to the customer within FCA timelines (e.g., acknowledgement letter, holding letter and final response letter).
About You
* Demonstrate understanding of all relevant legislation and guidance, including TCF, FCA, FOS, and vulnerable customer guidance.
* Excellent oral and written communications.
* Demonstrate systematic thought processes and manage own workload and delivery.
* Strong customer focus.
* Experience in a complaints handling environment, either in financial services or another industry.
* Good attention to detail.
* High emotional intelligence and resilience.
* Ability to cope under pressure and meet strict deadlines.
What’s in it for you?
Competitive salary, discretionary bonus structure, access to colleague car schemes, pension scheme, flexible benefit pot, colleague wellbeing resources including an Employee Assistance Programme, Mental Health First Aiders and Inclusion Advocates, and flexible working opportunities. Opportunities to develop through training and knowledge to reach potential.
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