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 focus on quality assurance and compliance within Customer Services, Resolutions, and regulatory programs.
It involves independent testing and reviews, maintaining segregation of duties, call listening, administrative tasks, and working with third-party suppliers to ensure high standards are met and correct customer outcomes are provided.
You will also contribute to process improvement and stay up to date on changing regulatory requirements.
Main Accountabilities
Reporting into the Quality Assurance Manager, you will conduct daily and timely reviews across all contact channels (phone, email, post, webforms, MMF & live chat) to ensure compliance and adherence to company policies, processes, business rules and regulations.
As part of the Quality Assurance team, you will conduct reviews for teams within the scope of Customer Operations and provide support for cross-company and regulatory projects, requiring flexibility between topics.
Competency assessments must be passed and levels maintained to ensure that the correct accreditation is in place for the reviews that must be performed.
You will assess interactions across a defined scope of processes and time frames to ensure that the service delivered meets the requirements and expectations of both the customer and the business.
This includes considering the adequacy of the outcomes reached and recommending any remediation required when poor outcomes are identified.
Your responsibilities include taking ownership of your recommendations, actively monitoring their progress, ensuring all related actions are completed within the agreed timeframe, and escalating issues when necessary.
You will be responsible for driving the success of any actions that you have identified to ensure that these are completed either within the team or the wider business.
You will use the findings from your reviews to suggest the best approach for future reviews, influencing the team's overall testing strategy.
Reviews must be completed in line with defined targets for volume and precision, providing clear, accurate, and constructive feedback on areas that would benefit from improvement.
Working closely with the Quality Assurance Manager and stakeholders where required, you will support the creation and maintenance of a high-performing workforce by reporting and feeding back all quality outcomes while remaining fully compliant with FCA regulations.
To remain up to date on all regulatory change and to support with continuous improvement: Maintaining knowledge across all in-scope processes following any process or system updates and ensuring adherence at all times to any changes that are introduced, is a key responsibility.
About You
Good understanding of Consumer Duty, Vulnerable Customers, and FCA (Financial Conduct Authority) principles.
Strong written and verbal communication skills, with the ability to make complex information clear and easy to understand.
Effective listening, coaching, persuasion, reasoning and influencing skills.
A proactive, positive, and determined mindset, with a willingness to overcome challenges.
Ability to work independently and as part of a team, adapt to change quickly, learn effectively, and consult confidently with colleagues when needed.
Ability to mark reviews fairly, consistently, objectively and compliantly within set guidelines and frameworks.
Strong organisational and time management skills to ensure adherence to timeframes.
Clear understanding of what influences high performance.
Proactive analytic skills with evidence of critical thinking and logical reasoning, including identifying root causes.
Coaching and feedback experience.
Ability to understand and interpret data to provide insight for others.
Understanding of Resolutions and Customer Services (desirable).
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.
What’s next?
Please apply online via Taleo.
Remember to include a copy of your CV too.
You’ll be asked a series of questions through the online application process, including one seeking confirmation that you have discussed your application for this position with your Line Manager.
The Mercedes-Benz recruitment process reflects our obligations under relevant UK legislation.
Whilst all applications from across Mercedes-Benz and Daimler globally are carefully considered, unless otherwise stated, we are only able to progress applications from candidates who have the right to work in the United Kingdom.