Customer Escalations Specialist Mercedes-Benz Financial Services Limited

Tasks

Job Title:

Customer Escalations Specialist

Closing Date: 22 September 2026

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.

In this role, you will act as a front-line point of contact for customers of Mercedes-Benz Financial Services UK Limited (MBFS) who express dissatisfaction, taking ownership to listen, understand, and resolve concerns informally wherever possible. The role requires clear, empathetic and professional communication across customer contact channels, accurate recording of customer concerns and actions taken, and sound judgement to identify when an issue can be resolved at first point of contact or needs to be escalated into the formal complaints process.

• Act as a front-line contact for customer dissatisfaction, aiming to resolve concerns informally where possible.
• Take escalated calls from contact centre agents and support manager escalations to resolve concerns early.
• Proactively investigate concerns, gather relevant information and identify the cause of dissatisfaction.
• Communicate clearly and empathetically across customer contact channels, explaining actions and next steps.
• Accurately record concerns, actions, outcomes, and next steps.
• Deliver fair, consistent outcomes aligned to Consumer Duty and complaint handling expectations.

• Provide flexible support across Customer Operations where dissatisfaction or escalation support is needed.
• Help colleagues resolve concerns informally and reduce avoidable formal complaints.
• Support business priorities across calls, emails, webforms, MMF queries and live chat.

• Decide whether concerns can be resolved informally or need formal complaint escalation.
• Provide clear handover information to the Customer Resolution Team when escalation is required.
• Escalate repeat issues, service failures or potential customer detriment in line with process.

• Identify themes and learning opportunities from informal complaints and escalated contacts.
• Share insight to improve customer journeys and reduce avoidable complaints.
• Maintain compliance with MBFS policies, FCA requirements, Consumer Duty, GDPR, and company standards.

• Work collaboratively with Customer Operations, Customer Resolution, Collections, Recoveries and Compliance.
• Act as a support contact for informal complaint handling, dissatisfaction and escalation routes.

• Demonstrate understanding of all relevant…