Tätigkeitsbereich:Verwaltung/SekretariatFachabteilung:Customer Services & Digital Transformation UKGesellschaft:Mercedes-Benz Financial Services UK LimitedStandort:Mercedes-Benz Financial Services UK Limited, Milton KeynesStartdatum:..5Veröffentlichungsdatum:..5Stellennummer:MER3HLYArbeitszeit:Vollzeit BewerbenAufgaben
Closing Date: March 5
About us
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 committed to being a Menopause Friendly Employer. We offer wellbeing support options and resources to assist if you are directly affected by the Menopause, or are supporting someone who is going through the Menopause.
How you’ll play your part
In this role, you will deliver an excellent service to all Mercedes-Benz Financial Services customers as an 'information and administration provider' providing the highest level of customer satisfaction to ensure customer loyalty to MBFS. Ensure all customer queries are responded to and auctioned ensuring customers are fully informed and have been guided through their finance contract.
Main Accountabilities
1. You are required to maintain ethical standards in accordance with Daimler AG Policies and the Company's Compliance Guidelines and Policies including Anti-Bribery and all relevant competition law. You are also required to act with integrity, with due care and skill in our customers’ best interests and to abide by any other individual conduct rule required by the Financial Conduct Authority.
2. Respond efficiently and professionally to incoming emails and calls, to provide a single point of resolution for customers and internal colleagues.
3. Responding to queries in respect of MBFS products and services within the agreed time scales, investigating the queries on the various IT systems used throughout the Company.
4. Accurately Record all queries and action points on the relevant department customer contact system.
5. Carry out necessary contract administration within service level agreement, ensuring adherence to task specific procedure and process.
6. Perform other ad-hoc tasks that may be deemed necessary, assigned by either direct manager or other Stakeholders reasonable to the job holder’s role, skill abilities and experience.
7. Prioritise and organise workload to ensure completed within service level agreement.
8. Taking ownership and working within guidelines to resolve customers’ and other departments queries on specific contractual matters, including the provision of settlement figures and general account enquiries, with responses verbally, electronically and written as appropriate.
9. Pass & maintain relevant accreditation/compliance/ knowledge to the desired standard e.g. FCA, DPA, Money Laundering, SAF, ECCD, Code of Conduct, Anti-bribery and corruption.
10. Ensure company standard of communication with customers (internal and external) reached on all calls, emails, live chats, text chats and correspondence adhering to targets
11. Being proactive in supporting the team in identifying new processes and department improvements. To help shape Mercedes-Benz through supporting new system implementations to enhance our customer experience
12. To play an active part in creating a customer centric culture.
13. Be an active member across all customer operations area, assisting our ‘In Life’ customer journey.
About you
14. GCSE or equivalent English Language and Mathematics is preferable.
15. Previous customer service experience, preferably within the finance industry.
16. Effective telephone and negotiation skills in both written and verbal.
17. Excellent administrative skills.
18. Keen eye for accuracy and attention to detail.
19. Able and willing to take ownership of problems and resolve them to a satisfactory conclusion within predetermined time frames.
20. Demonstrate ability to learn and employ finance and credit-control knowledge.
21. Self-motivated with the ability to work within a pressurised environment whilst maintaining focus on personal, departmental and company objectives.
22. Able and willing to take ownership of problems and resolve them to a satisfactory conclusion within predetermined time frames.
23. Ability to be able to work using multiple systems.
What’s in it for you?
We’ll offer you a competitive salary and discretionary bonus structure. We also hope you’ll love our products as much as we do, with access to our colleague car schemes. On top of that, you’ll be able to join our pension scheme and you’ll get a flexible benefit pot that can be used to find the benefits that are right for you.
We’re here to support you – we offer access to colleague wellbeing resources, including an Employee Assistance Programme, Mental Health First Aiders and the Inclusion Advocates 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?
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.
BenefitsMitarbeiterhandy möglichGesundheitsmaßnahmenMitarbeiterrabatte möglichMitarbeiter EventsParkplatzKantine, CaféGute AnbindungBarrierefreiheit
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