Applications for this job are now closed
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.
How you’ll play your part
In this role, you will be working as part of a team that provide independent quality checks for Customer Operations on customer interactions across multiple channels – phone, email, webform and post
Main accountabilities
- Ensure all interactions are conducted within regulatory and process guidelines to support the customer facing teams in providing good outcomes for our customers
- Identifying any potential training or process gaps that need to be considered
- Grade contacts fairly, consistently, objectively and compliantly using a contact score matrix
- Identify opportunities where a review is needed to improve / change existing procedures or processes to maximise the benefits for the business
About you
- Listening, coaching, persuasion, reasoning and influencing skills
- Ability to work with their own initiative, consulting with colleagues as and when required
- Strong written communication skills
- Organised & strong time management
- Clear understanding of what influences high performance
- Ability to analyse the performance of others
- Effective verbal communication & influencing skills
- Coaching and feedback experience
- Understand and demonstrate an awareness of Consumer Duty (regulatory outcomes) and FCA principles is an advantage
- Have an understanding of the regulatory rules and how they apply to the customer experience within operations is an advantage
What’s in it for you?
As well as the opportunity to work in a fast-paced environment, with a great team and culture, we’ll offer you a competitive salary and 25 days holiday per year. On top of that, you’ll also be able to join our pension scheme.
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.
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.
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. Y
ou 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.
