Customer Operations Specialist
JOB_53183714688361Job type
ContractLocation
Milton KeynesWorking Pattern
Full-timeSpecialism
Financial Services OperationsIndustry
AutomotivePay
£14.31 per hour PAYE
Customer Operations Specialist
Role: Customer Operations Specialists x 2
Division: Mercedes-Benz Financial Services
Department: Customer Operations
Location: Tongwell, Milton Keynes – fully office-based
Hours: 37.5 hours per week – 08:30 – 17:00 with a 1-hour lunch break.
Start: 16th June 2025
Duration: 12 months initially
Basic Rate: £14.31 per hour
Division: Mercedes-Benz Financial Services
Department: Customer Operations
Location: Tongwell, Milton Keynes – fully office-based
Hours: 37.5 hours per week – 08:30 – 17:00 with a 1-hour lunch break.
Start: 16th June 2025
Duration: 12 months initially
Basic Rate: £14.31 per hour
Your New Role:
In this role you will be responsible for supporting the customer contact centre across a range of platforms, managing contact centre escalations and complaints alongside driving process innovation, targeting employee development through KPI/OPI analysis, side-by-side coaching and deep dive sessions.
Responsibilities
Operational Duties
You are a key subject-matter expert within Customer Operations and assist in all operational duties within the contact centre, including inbound calls. You’ll actively take part in creating a customer-centric culture and future-proof the team to serve customer needs.
Customer Escalation
You will act as a point of escalation to support the customer’s demands and needs. You will be responsible for delivering fair, consistent and prompt investigations of written and verbal complaints in accordance with MBFS guidance and case handling rules with the best customer outcome in mind.
Quality Assurance
To manage our Quality Assurance stakeholders to ensure clear and transparent processes and end-to-end reporting, to include management escalation and agent route cause analysis. You will also sign post-training needs and carry out spot checks in line with our Quality Assurance Framework.
Coaching & Development
Identify and drive process efficiencies within Customer Operations to assist the contact centre in delivering a customer 1st experience and KPI/ OPI achievement.
You will be able to provide bite-size and refresher training sessions for all advisors to broaden their expertise and continually to develop their skills and will be responsible for supporting a great place to work philosophy through motivational interactions and incentives, ultimately supporting attrition within the area.
What You’ll Need to Succeed:
You have experience in a fast-paced, customer-centric and dynamic environment, gained within a contact centre setting.
You are confident working in this environment, whilst role modelling professionalism and accuracy.
You are confident working in this environment, whilst role modelling professionalism and accuracy.
You combine your leadership with a great eye for detail, the ability to manage competing priorities such as planning, KPI achievement, costs, service levels, complaints, people engagement, people training & development and conversion.
Finally, you’ll have a great affinity with our fantastic products, enabling you to remain customer-focused with a willingness to take on and own issues to resolution.
You will need to 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.
What You’ll Receive in Return:
Opportunity: Work with a leading automotive brand. Modern Facilities: The recently refurbished headquarters in Tongwell, Milton Keynes, offers amenities such as an onsite café, hot desks, and free parking
Technology: Contingent workers receive their own laptop.
Silent Room: A dedicated space in the Tongwell office for prayer or reflection.
Long-Career Progression: Potential for permanent role opportunities.
Customer Operations SpecialistJOB_531837146883612025-05-192025-08-18
Talk to Shanteece Munroe, the specialist consultant managing this position
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JOB_53183714688361