Whats The Role? Our client is seeking experienced Case Handlers to join as part of a high-quality team working on a Car Finance project. You will be working in a results-orientated environment, where your core responsibility will be to complete quality checks on customer cases to ensure accurate and high-quality decision making. Tell Me More? Location : Milton Keynes/Hybrid (Training: Wk 1 office based Mon/Tues, Wk 2 fully remote, Wk3 - office based Mon/Tues - then one day in the office pw thereafter) Rate : £170 per day Work Pattern : Standard Business Hours Start Dates : 6th January 2025 Duration : 12 month contract Role Responsibilities Conduct a thorough assessment of customer cases to obtain timeline of events which may involve pulling customer data from various internal Mercedes-Benz systems Liaise with customers and third parties (if appropriate) Resolve discrepancies and escalate, as appropriate As required present key facts and dates specific to case to Case Clinic Forum Identify customer vulnerabilities and evaluate appropriate treatment, in line with project policies Reach a fair outcome for all parties, in line with FCA guidelines Produce final response letters utilising standard letters and paragraphs wherever possible Provide a clear audit trail and ensure process map is followed What Knowledge, Skills & Experience We Need Able to work in a pressured environment and performing in line with KPIs Technical working knowledge of the complaint handling process Previous experience collections/arrears and/or vulnerable customers would be an advantage Proactive attitude to resolve cases in a timely manner Passion for customer service Excellent verbal and written communication Investigation and problem solving skills Excellent attention to detail Ability to identify customer and process improvements Ability to multi-task and move between project workstreams and case types ADZN1_UKTJ