Sensitive Processes & Vulnerable Customer Specialist (Customer Support Specialist)

About the Role

In this role, you will manage sensitive and vulnerable customer cases end-to-end, delivering fair and tailored outcomes while ensuring compliance with regulatory requirements.

Key Responsibilities

• Manage a portfolio of sensitive and vulnerable customer cases, including but not limited to Bereavement, Terminal & Critical Illness, Long‑Term Hospitalisation and Domestic Abuse.
• Engage with customers using empathetic communication, both verbally and in writing.
• Deliver fair, consistent, and customer‑centric outcomes aligned to FCA Vulnerable Customer and Consumer Duty guidance.
• Ensure all case handling meets applicable regulatory obligations, including FCA Principles, Consumer Duty and GDPR.
• Proactively and fluidly move resources cross‑functionally to support business and departmental objectives, including inbound customer phone calls, emails/webforms, MMF queries and live chat.
• Identify trends, root causes, and learning themes across complaints, sensitive processes and vulnerable customer cases, and provide insight and recommendations to improve customer outcomes.
• Contribute to the review and improvement of sensitive and vulnerable customer processes, controls and governance.
• Work collaboratively with internal teams such as Customer Operations, Collections, Recoveries and Compliance.
• Act as a subject‑matter contact for vulnerability and sensitive case handling within Customer Operations.

Qualifications

• Experience handling customer interactions, preferably within a regulated Financial Services environment (e.g., motor finance, consumer credit, banking) with a basic understanding of FCA Vulnerable Customer Guidance and Consumer Duty obligations.
• Demonstrated ability to communicate with empathy, clarity and professionalism in emotionally challenging situations.
• High level of emotional intelligence, resilience and personal accountability.
• Excellent written communication skills with strong attention to tone, accuracy and detail.
• Strong organisational skills and ability to manage complex case‑work to agreed timescales.

Desirable

• Experience handling sensitive, complex or vulnerable customer cases within a regulated Financial Services environment.
• Strong understanding of FCA Vulnerable Customer Guidance, Consumer Duty and complaint/sensitive case handling obligations.
• Experience supporting customers experiencing mental health challenges, bereavement or safeguarding concerns.
• Familiarity with complaint or case management systems and data‑driven insight reporting.
• Experience contributing to Consumer Duty outcomes monitoring or vulnerability frameworks.

What’s in it for you?

Competitive salary, discretionary bonus structure, colleague car schemes, pension scheme and a flexible benefit pot. Access to colleague wellbeing resources including an Employee Assistance Programme, Mental Health First Aiders, Inclusion Advocates and flexible working options. Training and development opportunities to reach your potential.

Mercedes-Benz Financial Services is an equal‑opportunity employer. All qualified applicants will receive consideration regardless of race, colour, religion, sex, national origin, age, disability, or veteran status.

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