Mercedes-Benz in the UK
Sensitive Processes & Vulnerable Customer Specialist (Customer Support Specialist)
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Sensitive Processes & Vulnerable Customer Specialist (Customer Support Specialist)
Job Title: Sensitive Processes & Vulnerable Customer Specialist (Customer Support Specialist)
Closing Date
About us
At Mercedes-Benz Financial Services, our employees are at the heart of our business. Our colleagues provide a range of financial solutions designed around the changing needs of our diverse customers. It doesn’t matter the colour of your skin, the beliefs you value, the people you love or the tattoos you wear, we support you for being you.
Through the doors of Mercedes-Benz Financial Services, you will find a passionate team working to support our customers and our colleagues. We ensure that everyone has an equal opportunity to learn and develop.
We want to celebrate your individuality, embrace your personality and welcome you into our culture. It’s the differences of our colleagues that enable us to thrive. We believe our backgrounds, skills and cultures contribute to our shared culture and help us deliver outstanding Customer Experience. Inclusion is the driving force behind our ethos.
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.
How You’ll Play Your Part
In this role, you will manage sensitive and vulnerable customer cases end-to-end, delivering fair and tailored outcomes while ensuring compliance with regulatory requirements. The role exists to protect customers from detriment, ensure fair, tailored outcomes, and support MBFS' obligations under FCA Vulnerable Customer guidance, Consumer Duty, DISP, and FOS expectations.
Main Accountabilities
Vulnerable Customer & Sensitive Case Management
- Manage a portfolio of sensitive and vulnerable customer cases end-to-end; including but not limited to Bereavement, Terminal & Critical Illness, Long-Term Hospitalisation and Domestic Abuse.
- Engage with customers using empathetic communication, both verbally and in writing.
- Deliver fair, consistent, and customer centric outcomes aligned to FCA Vulnerable Customer and Consumer Duty guidance.
- Ensure all case handling meets applicable regulatory obligations, including FCA Principles, Consumer Duty, and GDPR expectations.
Cross Functional Support
- Proactively and fluidly move resource cross functionally to support business and departmental objectives (KPI’s), whilst remaining in tolerance with induvial objectives (OPI’s), including but not limited to:
- Inbound customer phone calls
- Emails/Webforms/MMF Queries/Live Chat
Insight, Governance & Continuous Improvement
- Identify trends, root causes, and learning themes across complaints, sensitive processes and vulnerable customer cases and provide insight and recommendations to improve customer outcomes.
- Contribute to the review and improvement of sensitive and vulnerable customer processes, controls, and governance.
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Stakeholder Engagement & Collaboration
- Work collaboratively with internal teams, including but not limited to, Customer Operations, Collections, Recoveries, Compliance.
- Act as a subject matter contact for vulnerability and sensitive case handling within Customer Operations.
Essential
About you
- Experience handling customer interactions, ideally within a regulated Financial Services environment (motor finance, consumer credit, banking, or similar), with a basic understanding of FCA Vulnerable Customer Guidance and Consumer Duty obligations.
- Demonstrate ability to communicate with empathy, clarity, and professionalism in emotionally challenging situations.
- High level of emotional intelligence, resilience, and personal accountability.
- Excellent written communication skills with strong attention to tone, accuracy, and detail.
- Strong organisational skills with the ability to manage complex casework to agreed timescales.
Desirable
- Experience handling sensitive, complex, or vulnerable customer cases within a regulated Financial Services environment (motor finance, consumer credit, banking, or similar).
- Strong understanding of FCA Vulnerable Customer Guidance, Consumer Duty, and complaint/sensitive case handling obligations.
- Experience supporting customers experiencing mental health challenges, bereavement, or safeguarding concerns.
- Familiarity with complaint or case management systems and data driven insight reporting.
- Experience contributing to Consumer Duty outcomes monitoring or vulnerability frameworks.
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.
Through the doors of Mercedes-Benz Financial Services, you’ll find a passionate team working to put our customers first. 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.
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What’s next?
When you apply, you’ll be asked to complete a short online application where we’ll ask that you include current CV. You’ll also be asked some application questions, including your current salary information. The Mercedes-Benz recruitment process reflects our obligations under relevant UK legislation. Whilst all applications are carefully considered, we are only able to progress applications from candidates who have the right to work in the United Kingdom.
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.
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 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 will be given access to a candidate zone in the 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 careers@mercedes-benz.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 Mercedes-Benz Group AG at the following address: Mercedes-Benz Group AG, HPC E600, 70546 Stuttgart, data.protection@mercedes-benz.com.
Organization
Mercedes-Benz Financial Services UK Limited
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