Job Title: Customer Resolutions Specialist
Closing Date: 4 June 2026
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).
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.
Main Accountabilities
* 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).
About you
* 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.
* Strong customer focus.
* Experience of working in a complaints handling environment, either within financial services or another industry type.
* Good attention to detail.
* High level of emotional intelligence and resilience.
* Ability to cope under pressure and meet strict deadlines.
What’s in it for you
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.
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