Customer Resolutions Specialist

• Flexible and hybrid working - Hybrid working for office-based roles, helping you balance your time between home and the office and the option to request flexible working arrangements.

• Reward and benefits - Competitive salary, bonus scheme and a company-funded benefits bank that allows you to choose between a range of benefits to suit your lifestyle, including options such as private medical insurance, dental insurance, income protection, a health cash plan, annual leave purchase, medical screening, discounted gym membership and more.

• Time to recharge - 25 days annual leave, increasing with length of service.

• Mercedes-Benz perks - The opportunity to drive a Mercedes-Benz through one of our colleague car schemes.

• Planning for the future - A company pension to help build financial security for today and tomorrow.

• Wellbeing support - Access to 24/7 Employee Assistance Programme, Peppy, Mental Health First Aiders, Menopause Support and a Virtual GP Service.

• Development opportunities - Take charge of your growth with access to our Development Hub, offering learning tools, virtual and in-person training, leadership programmes, and resources to support your career development.

Job Title: Customer Resolutions Specialist

Closing Date: 23 November 2026

This role offers the opportunity to make a meaningful impact by managing the investigation and resolution of expressions of dissatisfaction (complaints), ensuring concerns are handled fairly and the right outcomes are reached for our customers. We're looking for someone who demonstrates empathy, sound judgement, attention to detail and a confident approach to problem-solving, with experience or knowledge of complaint handling, regulatory requirements and delivering fair customer outcomes.

Working within a fast-paced, customer-focused environment, you'll help to navigate a wide variety of complaint scenarios, systems and processes while ensuring compliance with Financial Conduct Authority (FCA) requirements, Financial Ombudsman Service (FOS) expectations, Treating Customers Fairly (TCF) principles and relevant Vulnerable Customer guidance, contributing to positive customer experiences, fair outcomes and consistently high standards of complaint resolution.

• 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).

At Mercedes-Benz Financial Services, our passion lies not only in the finance solutions we provide, but in the people who make them possible. We're enthusiastic, forward-thinking and dedicated to shaping the future of mobility with sustainable solutions and outstanding customer experiences.

Together, we create an inclusive workplace where everyone feels they belong, can contribute and be their best self. Our culture is built on respect and equal opportunity. We celebrate the diversity of our teams, recognising that different perspectives and experiences strengthen who we are, what we do and how we do it.

At MBFS, we are proud to be a Menopause Friendly Accredited Employer, reflecting our ongoing commitment to creating a supportive and inclusive workplace. We offer wellbeing support options and resources for colleagues experiencing menopause and to those who are supporting someone through it.

The requirements for this role are highlighted below. If your experience looks a little different and you believe you have transferable skills that would help you succeed in this role, we'd love to hear from you.

Alongside a rewarding career, we offer a competitive range of benefits to support your wellbeing, lifestyle, development and future ambitions.

Once you click apply, we'll take you through to the Mercedes-Benz Group careers portal - our parent company site. Here, you'll find a short application form to complete.

When you apply, you'll be asked to complete a short online application where we'll ask that you include your current CV. You'll also be asked some application questions, including your current salary information.

• Mobile Phone for Employees Possible
• Health Benefits
• Discounts for Employees Possible
• Events for Employees
• Parking
• Canteen, Café
• Good Public Transport
• Barrier-Free Workplace