Division: MBFS
Role: NRV - End of Contract Advisor x 2
Pay rate: £12.21 per hour PAYE
Start: ASAP
Duration: 6 months initially
Working hours: Mon – Fri – 37.5 hours per week – 08:30 – 17:00 with a 1-hour lunch break.
Location: Tongwell 3 days per week, WFH 2 days per week

Your New Role:
In this role, you will be responsible for contacting customers who have not returned their vehicle and work towards a safe and timely return or offer them the other finance options available to them. We also within this role, would look at obtaining the customer’s intention towards the maturity of a customer’s finance agreement, whilst ensuring the delivery of an efficient, effective and high-quality service to MBFS customers, retailers and key stakeholders. This can be provided in many forms, including email management, customer extensions, customer refinancing and potential outbound calling.

Responsibilities:
- Contact customers who have not returned their Mercedes-Benz vehicles and establish effective communication to understand the reason behind the delay.
- Provide exceptional customer service by addressing customer concerns, answering questions, and clarifying any issues related to the return process.
- Collaborate with the customer and relevant departments to identify and resolve any obstacles preventing the return of the vehicle.
- Maintain accurate and up-to-date records of all customer interactions, including calls, emails, and other communication channels.
- Follow established protocols and procedures to ensure compliance with company policies and regulations.
- Provide regular updates to management and other relevant stakeholders on the progress of non-returned vehicles.
- Collaborate with other team members to share knowledge, best practices, and contribute to a positive work environment.

What You’ll Need to Succeed:
- Previous experience in customer service or a similar role is preferred
- Consistently self-motivated with the ability to work within a pressurised environment
- Enthusiastic to embrace ownership of problems and resolve them to a positive conclusion within critical time frames
- Must be able to demonstrate strong attention to detail within processing and communications
- GCSE or equivalent English Language and Mathematics is preferable
- Demonstrate ability to learn and employ finance and credit-control knowledge
- Previous customer service experience with effective telephone skills is desirable
- Strong problem-solving and negotiation skills to effectively resolve customer issues and ensure the safe return of vehicles or offer other finance options.

What You’ll Receive in Return:
Opportunity: Work with a leading automotive brand.
Modern Facilities: The recently refurbished headquarters in Tongwell, Milton Keynes, offer 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.

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.