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Customer Resolutions Specialist
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Customer Resolutions Specialist
Mercedes-Benz Financial Services | Tongwell, Milton Keynes (Hybrid)
📍 Location: 3 days in Tongwell, 2 days working from home
💰 Pay Rate: £14.77 per hour PAYE
📅 Contract: 12 months initially, with potential to extend
⏰ Hours: Monday to Friday, 08:30am - 5:00pm (1-hour lunch break)
🚀 Start Date: ASAP
Are you an experienced complaints handler with a passion for delivering fair customer outcomes?
Our client is looking for two Customer Resolutions Specialists to join its Customer Resolutions team, supporting customers and ensuring complaints are handled professionally, fairly, and in line with regulatory requirements.
This is an excellent opportunity to join a well-established team where you'll investigate customer complaints, collaborate with multiple stakeholders, and help deliver positive customer experiences within a regulated financial services environment.
Key Responsibilities
- Investigate and manage customer complaints from initial receipt through to resolution.
- Conduct fair, consistent, and thorough investigations across a variety of complaint types.
- Draft high-quality written responses and communicate case progress to customers and stakeholders.
- Assess customer circumstances to determine appropriate resolutions, including goodwill gestures and compensation where applicable.
- Liaise with internal departments and external parties to achieve the best customer outcomes.
- Manage complaint triage, categorisation, prioritisation, and case routing.
- Maintain accurate records and case management updates across company systems.
- Ensure all regulated customer correspondence is issued within FCA timescales and requirements.
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What We're Looking For
- Previous experience within a complaints handling environment, ideally within financial services.
- Strong understanding of FCA regulations, Treating Customers Fairly (TCF), Financial Ombudsman Service (FOS) requirements, and vulnerable customer guidance.
- Excellent written and verbal communication skills.
- Strong attention to detail and organisational skills.
- Ability to manage a varied workload and work to strict deadlines.
- High levels of emotional intelligence, resilience, and professionalism.
- A customer-focused mindset with a passion for achieving fair outcomes.
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What's in It for You?
✅ Hybrid working pattern (3 days office / 2 days home)
✅ No weekends or bank holiday working
✅ Opportunity to gain experience within a prestigious automotive financial services organisation
✅ Supportive team environment with ongoing training and development
✅ Potential contract extension opportunities
If you're looking for your next opportunity within customer complaints and resolutions and want to join a leading financial services organisation, we'd love to hear from you.
Apply today with your up-to-date CV.
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