Customer Operations Specialist Role: Customer Operations Specialists x 2Division: Mercedes-Benz Financial ServicesDepartment: Customer Operations Location: Tongwell, Milton Keynes - fully office-based Hours: 37.5 hours per week 09:00 - 17:00 with a 30-min lunch and 15-min break. Start: 29th September 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.ResponsibilitiesOperational DutiesYou 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 EscalationYou 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 AssuranceTo 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