Customer Care Manager, Milton Keynes Role: Customer Care ManagerDivision: Mercedes-Benz CarsStart: ASAP Basic Pay rate: £21.43 per hour PAYE (£39k) Duration: until 26th September 2025 Working hours: 35 hours per week on a rota between 08:00 - 18:00 with a 1-hour break. Shifts are 08:00 - 16:00, 09:00 - 17:00 or 10:00 - 18:00.Once every two weeks, you are required to work 10:00 - 18:00.Location: 3 days in the office, 2 days WFH. For the first 2 - 4 weeks you will need to be office-based for training purposes.Your New Role: Overview:The key purpose of this role is to investigate, manage and resolve escalated and complex complaints, provide a customer-centric approach to handling dissatisfaction and deliver an outstanding customer experience.Responsibilities:Apply confidence and creativity as a communicator to calls and correspondence with customers. Demonstrate empathy with customers on the telephone and in writing, produce high-quality written correspondence, using correct grammar, spelling, language and tone of voice. Manage and resolve escalated and complex customer complaints, including those of a technical nature, product liability, legal cases and high-profile customers. Treat all cases fairly and on an individual basis. Use initiative and decision-making skills to identify the issue and drive through a swift and effective resolution.Responsible for decision-making and authorisation of vehicle buyback requests that come from Retail Agents. Work closely with Agents to han