Customer Assistance Manager (Executive Office)

About Us

At Mercedes-Benz Cars, we’re passionate about what we do. Whether we’re exploring ways to make motoring more sustainable, or pushing the boundaries of technology, innovation underpins everything we do.

It’s an exciting time to be part of the team, so what are you waiting for?

How you’ll play your part

We’re looking for someone who is driven and resilient, who can use tenacity to gather information and investigate cases on a wide range of issues and who understands the importance of building strong relationships with stakeholders, influencing where necessary to achieve the best outcome for the customer.  

You’ll apply your strong customer centric approach when investigating, managing, and resolving escalated and complex complaints received by the Executive Office and Senior Management ensuring the delivery of an exceptional customer experience. This means using your initiative, commercial knowledge, and decision-making skills to resolve customer issues sensitively, quickly and efficiently.

You’ll thrive in a fast-paced environment where you can demonstrate your confidence and creativity as an excellent communicator when corresponding with customers, taking ownership of your assigned cases, and making impactful decisions while demonstrating customer empathy.

You’ll be curious, always looking for innovative ways to resolve problems and learn lessons from customer complaints. By identifying trends and opportunities to do things differently in future, you will help to reduce the number of complaints we receive. You’ll be highly organised and have an excellent attention to detail when producing comprehensive and professional summaries and providing updates on cases and their progress to our senior management team.

To ensure we provide the best brand experience you’ll be required to have a flexible approach to working hours, which includes weekend cover on a rota basis.

At Mercedes-Benz, we operate with integrity and therefore you are required to maintain ethical standards in accordance with our polices and adhere to the Company's Compliance Guidelines and Policies including Anti-Bribery and all relevant competition law.   

What’s in it for you

As well as the opportunity to work in a dynamic environment, with a great team and culture, 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 are pleased to be able to offer a hybrid working approach – achieving a great balance between remote and office working.

We’re here to support you – we offer access to colleague wellbeing resources, including an Employee Assistance Programme and Mental health First Aiders, 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.

Who we are

Through the doors of Mercedes-Benz, you’ll find a passionate team committed to putting our customers first. We know that to keep this team motivated, we need to ensure that everyone has equal opportunity.

We celebrate a culture of appreciation and respect, where everyone is valued for who they are. We believe our backgrounds, experiences and cultures contribute to our shared experience and shape who we are and what we do. The diversity of our colleagues reflects the diversity of our customers. This diversity is the driving force behind our ideas.

What’s next?

Once you click apply, we’ll take you through to the Mercedes-Benz Group careers portal – this is our parent company site, so don’t worry, you’re in safe hands. Here, you’ll find a short application form to complete.

Please be assured that we’re here to support you throughout the recruitment process and beyond, and reasonable adjustments are available to any candidates who need them. We’re also open to working flexibly and are happy to discuss flexible working options.

Due to UK legislation, we need to let you know that we can only accept applications from those with the right to work in the UK.

Managing your data

We care about your personal data. The General Data Protection Regulation provides you with more control and by submitting an application to us, we consider this to be an agreement to process your personal data in support of our recruitment and selection process.

Data categories that we process in relation to your application are the ones that you provided as part of the application process. We process your personal data in relation to the application, in accordance with the legal requirements. Recipients of your personal data within our company are the managers of the specialist unit in charge of filling the position and the responsible colleagues from HR.

Your application data is held within our secure application tracking system called Taleo – you’ll be given access to a candidate zone in this system where you can monitor and manage your application and see status updates. We will communicate with you, by email or phone throughout the recruitment process so that we can keep you updated and inform you of your progress through the recruitment process. You can also seek ‘job alerts’ once you are registered in Taleo and it’s possible your details may be returned in searches we conduct for new positions and we may contact you by email to let you know about them. We limit the storage of your data to the necessary period. 

If you have any questions about any matter relating to data protection or the personal data that we process about you for the purpose of personnel recruiting, please contact the Mercedes-Benz UK Data Protection Officer at the following address: Mercedes-Benz UK Ltd, Legal Department, Tongwell, Milton Keynes, MK15 8BA