Service Contracts Customer Support Administrator​/Secondment

Service Contracts Customer Support Administrator (12-Month Fixed Term Contract/Secondment)

Join to apply for the Service Contracts Customer Support Administrator (12-Month Fixed Term Contract/Secondment) role at Progineer 4.0 Srls
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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.

12 January 2026

In this role you will deliver an excellent service to all Mercedes‑Benz Cars Service Care customers as an information and administration provider, ensuring the highest level of customer satisfaction and loyalty. You will respond to customer queries, guide customers through their Service Care contract, and keep all records up to date.

• Respond efficiently and professionally to incoming calls and emails within the agreed timescale, resolving customer and retailer queries, identifying the cause of the problem, advising the best solution to achieve a satisfactory outcome, and maintaining a record of all actions on the customer contact system.
• Resolve customer concerns by clarifying complaints, determining the cause, advising the best solution, following up to ensure resolution and escalating when required based on severity.
• Monitor accounts to identify overdue payments, contact debtors to arrange payment, and keep accurate reporting.
• Perform other ad‑hoc administration and contract amendment tasks throughout the Service Contract life cycle as assigned.
• Maintain relevant accreditation and compliance, ensuring company communication standards are met on all calls, emails and correspondence.

• Proven customer service experience.
• Strong phone contact handling skills and active listening.
• Customer orientation and ability to adapt/respond to different character types.
• Excellent written and oral communication, including accurate English grammar.
• Ability to multi‑task, prioritise, and manage time effectively while maintaining attention to detail.
• Computer literate with Word and Excel.
• Comfortable working with targets.
• Patience and ability to manage stress.
• Problem‑solving skills.
• Experience with in a Contact Centre environment desirable.
• Ability to work under pressure, maintaining a professional image.
• Ability to work without supervision.
• Excellent time‑management skills.
• Ownership of problems, resolving them within predetermined time frames.
• Self‑motivated and able to work in a pressurised environment whilst focusing on objectives.
• Numerate.

A competitive salary, discretionary bonus structure, access to our colleague car schemes, pension scheme, and a flexible benefits pot. You also have access to wellbeing resources, Employee Assistance Programme, Mental Health First Aiders, Inclusion Advocates, and flexible work‑life balance options.

Please apply online via Taleo. You will be asked questions, including confirmation that you have discussed this application with your Line Manager. The Mercedes‑Benz recruitment process complies with UK legislation and we consider only candidates who have the right to work in the United Kingdom. Reasonable adjustments are available. We also offer flexible working options.

We care about your personal data. By submitting an application, you agree to our processing of data under GDPR. The application data is held in our secure Taleo system.