Customer Service Advisor

Customer Service Advisor

Role: Customer Service Advisor x 3
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: £12.21 per hour (equivalent to £23,400 pa)
Your New Role:To deliver an excellent service to all customers as an 'information and administration provider', providing the highest level of customer satisfaction to ensure customer loyalty to the company. Ensure all customer queries are responded to and actioned, ensuring customers are fully informed and have been guided through their finance contract.
ResponsibilitiesYou are required to maintain ethical standards in accordance with company 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.

Respond efficiently and professionally to incoming emails and calls, to provide a single point of resolution for customers and internal colleagues.

Responding to queries in respect of products and services within the agreed timescales, investigating the queries on the various IT systems used throughout the Company.

Record all queries and action points on the relevant department customer contact system.

Carry out necessary contract administration within a service level agreement, ensuring adherence to task specific procedure and process.

Perform other ad-hoc tasks that may be deemed necessary, assigned by either the direct manager or other stakeholders reasonable to the job holder's role, skill, abilities and experience.

Prioritise and organise workload to ensure it is completed within the service level agreement.

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.

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.

Ensure company standard of communication with customers (internal and external) is reached on all calls, emails, live chats, text chats and correspondence adhering to targets

Being proactive in supporting the team in identifying new processes and department improvements.

To help shape the company through supporting new system implementations to enhance our customer experience

To play an active part in creating a customer-centric culture.

Be an active member across all customer operations areas, assisting our 'In Life' customer journey.

What You'll Need to Succeed:

GCSE or equivalent English Language and Mathematics is preferable.

Previous customer service experience, preferably within the finance industry.

Effective telephone and negotiation skills in both written and verbal.

Excellent administrative skills.

Keen eye for accuracy and attention to detail.

Able and willing to take ownership of problems and resolve them to a satisfactory conclusion within predetermined timeframes.

Demonstrate the ability to learn and employ finance and credit-control knowledge.

Self-motivated with the ability to work within a pressurised environment whilst maintaining focus on personal, departmental and company objectives.

Able and willing to take ownership of problems and resolve them to a satisfactory conclusion within predetermined timeframes.

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 parkingTechnology: Contingent workers receive their own laptop.Hybrid Working: Enjoy a balance of working from home (3 days a week) and office-based work (2 days a week, Monday to Friday).Silent Room: A dedicated space in the Tongwell office for prayer or reflection.Long-Term Career Progression: Potential for permanent role opportunities.There is also the opportunity for the rate to increase to £13.85 per hour once the individual meets the relevant standards, which is usually after around 3 months. #