At Mercedes-Benz Financial Services, we’re passionate about putting our customers first. We provide a range of financial solutions designed around the changing needs of our customers – we are leading the way with innovation.
Through the doors of Mercedes-Benz Financial Services, you’ll find a passionate team working to support our colleagues and our customers. We know that to keep this team motivated, we need to ensure that everyone has equal opportunity to learn and develop.
We celebrate a culture of appreciation and respect, where everyone is valued for who they are. We believe our backgrounds, experiences and cultures contribute to our shared experience and shape who we are and what we do. The diversity of our colleagues reflects the diversity of our customers. This diversity is the driving force behind our ideas.
The Vehicle Quality & Finance Specialist handles an extensive variety of Customer Complaints including but not limited to merchantable quality cases, Finance in life complaints, Board of Management complaints, Financial Ombudsman Service cases as well as legal cases whilst being fully compliant with relevant legislation and relevant Vulnerable Customer guidance. Words like: FCA, FOS and TCF resonate with you.

How you’ll play your part
You are accountable for sending all regulated correspondence to the customer within FCA timelines.
This role requires fair, consistent, prompt and thorough investigations of written and verbal complaints in accordance with MBFS guidance and FCA complaint handling rules.
You will deal with complex customer issues regarding their finance agreement including those of a technical nature, product liability, legal cases and high profile customers.
You will manage complaint cases by accurately reporting and logging all actions through company systems in order to support root cause analysis and regulatory reporting requirements.

About you
You like to work in a fast-paced, high-pressure environment to deliver the required services within strict deadlines, having the customer in mind at all times.
You understand all relevant aspects of legislation/requirements including but not limited to TCF, FCA, FOS and relevant vulnerable customer guidance and enjoy finding solutions within the given boundaries.
You have gained work experience in a complaints environment and therefor able to establish the root cause of the customer complaint and bring to resolution whilst effectively managing customer expectations.
The role requires a high level of oral and written communication and attention to detail.

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 and Mental Health First Aiders, 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.

What’s next?
Once you click apply, we’ll take you through to the Daimler careers portal – this is our parent company site, so don’t worry, you’re in safe hands . Here, you’ll find a short application form to complete.
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.
Due to UK legislation, we need to let you know that we can only accept applications from those with the right to work in the UK.

Managing your data
We care about your personal data. The General Data Protection Regulation provides you with more control and by submitting an application to us, we consider this to be an agreement to process your personal data in support of our recruitment and selection process.
Data categories that we process in relation to your application are the ones that you provided as part of the application process. We process your personal data in relation to the application, in accordance with the legal requirements. Recipients of your personal data within our company are the managers of the specialist unit in charge of filling the position and the responsible colleagues from HR.
Your application data is held within our secure application tracking system called Taleo – you’ll be given access to a candidate zone in this system where you can monitor and manage your application and see status updates. We will communicate with you, by email or phone throughout the recruitment process so that we can keep you updated and inform you of your progress through the recruitment process. You can also seek ‘job alerts’ once you are registered in Taleo and it’s possible your details may be returned in searches we conduct for new positions and we may contact you by email to let you know about them. We limit the storage of your data to the necessary period. Contact us as Mercedes-benz-recruitment@daimler.com for further information.
If you have any questions about any matter relating to data protection or the personal data that we process about you for the purpose of personnel recruiting, please contact the Chief Officer of Corporate Data Protection for the Daimler Group at the following address: Daimler AG, HPC E600, 70546 Stuttgart, data.protection@daimler.com.