Customer Resolutions Specialist

Customer Resolutions Specialist

Progineer 4.0 Srls is hiring a Customer Resolutions Specialist to manage the investigation, resolution and outcome of complaints from customers of Mercedes‑Benz Financial Services UK Limited (MBFS).

At Mercedes‑Benz Financial Services, our employees are at the heart of our business. We support diversity and inclusion, including being a Menopause Friendly Employer.

20 January 2026

• Undertake fair, consistent, prompt and thorough investigations of written and verbal complaint cases in accordance with MBFS guidance and case‑handling rules.
• Use judgment to ensure fair and appropriate customer outcomes within the relevant limits of authority, producing high‑quality written final responses and professional summaries.
• Evaluate customer circumstances, inconvenience and distress to achieve appropriate resolutions, including goodwill payments, write‑offs and non‑monetary compensation.
• Negotiate regularly with relevant business areas, including external parties, to reach appropriate multi‑party resolutions.
• Manage diagnostic and triage processes across multiple channels to effectively categorize, route and prioritize cases.
• Accurately report and log all actions through company systems to support root‑cause analysis and reporting requirements.
• Ensure all regulated correspondence is sent to the customer within FCA timelines (e.g., acknowledgement letter, holding letter and final response letter).

• Demonstrated understanding of relevant legislation (TCF, FCA, FOS, vulnerable customer guidance).
• Excellent oral and written communication skills.
• Systematic thinking, planning and ability to manage workload/delivery.
• Strong customer focus.
• Experience working in a complaints handling environment (financial services or other).
• Attention to detail.
• High emotional intelligence and resilience.
• Ability to cope under pressure and meet strict deadlines.

Competitive salary, discretionary bonus structure, access to colleague car schemes, pension scheme and a flexible benefits pot. Flexible working opportunities. Employee wellbeing resources including an Employee Assistance Programme, Mental Health First Aiders and Inclusion Advocates.

Please apply online via Taleo, including a copy of your CV. If you have any questions about the application process, contact the recruitment team.