Customer Operations Specialist

Role:
Customer Operations Specialist x 8
Division:
Mercedes-Benz Financial Services
Department:
Customer Operations

Location:

Tongwell, Milton Keynes - fully office-based

Hours:

37.5 hours per week: 09:00 - 17:00 with a 30-min lunch and a 15 min break.
Start: TBC
Duration: 12 months initially
Basic Rate: £14.77 per hour
About Us
At Mercedes-Benz Financial Services, we are committed to putting our customers at the heart of everything we do. We offer innovative financial solutions designed to meet the ever-changing needs of our customers, always focusing on delivering exceptional service and experiences. Our team thrives on delivering the highest levels of customer satisfaction, and we continually evolve to meet customer expectations.
How You'll Play
Your Part In this role, you will be cross-trained to support across various operational areas, where you will be able to move fluidly between teams as needed, especially during high-demand or high-priority situations. Your ability to adapt to changing operational priorities will be vital in ensuring the team runs efficiently and effectively. While you will be placed where resources are needed most, your flexibility will be key in supporting various functions and ensuring the smooth delivery of services.

You will remain calm under pressure, showing resilience and focus while contributing to the team's ability to navigate any challenges that arise.
Operational Duties
As a Customer Operations Specialist, you will support a variety of operational functions across the contact centre, providing assistance for inbound customer queries via phone and email. You will be cross trained to support different teams and adapt to various workflows depending on where resources are required. During times of high demand or urgent situations, you will be placed in areas that need extra support, ensuring that operations continue to run smoothly.

You will work closely with your team to manage multiple priorities, maintaining a customer-first approach while ensuring operational goals are met across all channels, whether phone or email.
Customer Escalation
You will assist with escalated customer concerns, stepping in where additional support is needed. In these situations, your calm, professional approach will help ensure that issues are addressed and resolved in a timely and efficient manner. You will collaborate with other team members to ensure that customers receive the support they need and that issues are handled appropriately. Your focus will be on facilitating solutions, ensuring that customer concerns are managed effectively, even in challenging circumstances.
Operational Flexibility
You will be placed in different areas of the contact centre, depending on the business needs and where resources are most required. This may include supporting backlogs, assisting during peak periods, or providing additional help to team experiencing high volumes of work. Your ability to adapt quickly and collaborate with various teams will ensure that the customer experience is maintained at the highest standard, no matter the department or situation.

You'll play a crucial role in supporting the seamless operation of the contact centre and ensuring that resources are optimally allocated to meet customer expectations.
About You
You have experience in a fast-paced, customer-focused environment, ideally within a Financial Services Industry. You are comfortable working under pressure and can maintain composure while adapting to rapidly changing priorities. Your flexibility and willingness to step in where resources are needed most will make you a key team player. You are skilled at managing multiple tasks and prioritising customer satisfaction, ensuring that operational goals are met without compromising on the quality of service.

Your problem-solving abilities, strong communication skills, and customer-first mindset make you an ideal fit for this role. You thrive in a collaborative, team-oriented environment and are always ready to assist wherever required.
You will also ensure compliance with all relevant regulations and standards, including FCA, DPA, Money Laundering, SAF, ECCD, Code of Conduct, and Anti-bribery and Corruption, maintaining the highest ethical standards in every customer interaction.
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