Job Title: Customer Operations – Training & Performance Specialist
Closing Date: 19 May 2026
About us
At Mercedes-Benz Financial Services, our employees are at the heart of our business. Our colleagues provide a range of financial solutions designed around the changing needs of our diverse customers. It doesn’t matter the colour of your skin, the beliefs you value, the people you love or the tattoos you wear, we support you for being you.
Through the doors of Mercedes-Benz Financial Services, you will find a passionate team working to support our customers and our colleagues. We ensure that everyone has an equal opportunity to learn and develop.
We want to celebrate your individuality, embrace your personality and welcome you into our culture. It’s the differences of our colleagues that enable us to thrive. We believe our backgrounds, skills and cultures contribute to our shared culture and help us deliver outstanding Customer Experience. Inclusion is the driving force behind our ethos.
At MBFS, we are committed to being a Menopause Friendly Employer. We offer wellbeing support options and resources to assist if you are directly affected by the Menopause, or are supporting someone who is going through the Menopause.
How you’ll play your part
In this role, you will design, deliver, and continuously improve training for customer operations teams, ensuring colleagues are competent, compliant, and confident in their roles. You will act as a Subject Matter Expert (SME) across more than 250 departmental processes, supporting teams in adapting to regulatory changes, process updates, system enhancements, and new procedures. Your expertise will help the business maintain operational resilience while delivering exceptional customer outcomes.
We are looking for a training professional with a strong understanding of regulated financial services operations, FCA requirements, and contact centre workflows. You will have a proven ability to translate complex regulations and processes into clear, engaging learning experiences for diverse teams, while providing trusted guidance and expertise across the wider operation.
Objectives of the role:
Design, develop and deliver training programmes for Customer Operations teams to ensure Compliance, consistency and Operational Excellence (across a wide range of audience sizes both in person and virtually).
Embed FCA regulatory requirements and best practice principles into all learning activity, including Consumer Duty, Vulnerable Customers, Complaints Handling & Management, Data Protection Principles and General Data Protection Regulations.
Ensure colleagues are up to date with regulatory changes, process enhancements, and system changes.
Evaluate training effectiveness, monitor learning outcomes, and continuously improve training solutions and individual performance.
Conduct Quality Assurance analysis to identify knowledge gaps and team competencies and propose roll out plans for improvements.
Main Accountabilities
Conduct training needs analysis and skills gap assessments across Customer Operations teams.
Develop and maintain training materials, presentations, virtual learning, process guides and assessments aligned to Operational needs and Regulatory requirements.
Deliver New Starter Onboarding and ongoing training for colleagues to ensure knowledge alignment to and ensure adaptability across workflows and operational functions.
Update and deliver training to reflect regulatory changes, process improvements and system enhancements.
Provide refresher training and coaching based on Performance Data, Quality Assurance and Compliance feedback.
Collaborate with the relevant Stakeholders to ensure training content is accurate, relevant and compliant.
Monitor and improve training effectiveness through feedback, assessments and performance metrics.
Support individual performance improvement by contributing to performance development plans, delivering tailored coaching and remedial training where required.
Support further ad hoc requests as required, as well as supporting other teams cross functionally where resource is required.
About you
Required Skills:
Experience delivering training in Customer Operations, Contact Centre, or Regulated Financial Service Environments.
Ability to translate complex regulatory and/or Operational content into practical, engaging learning.
Confident facilitator with excellent presentation, coaching and communication skills.
Strong analytical skills to assess training needs, performance data, and quality metrics.
Highly organised, adaptable, and able to manage multiple priorities in a fast-paced environment.
Self-sufficient and resilient when responding to sudden business and department change.
Preferred Skills:
Working knowledge of regulatory bodies such as Financial Conduct Authority, and having training exposure to Consumer Duty, Vulnerable Customers and Compliant regulations.
Experience delivering training across multiple teams, skill sets or operational functions.
Exposure to Quality Assurance and Audit preparation activities.
Experience supporting change initiatives, including regulatory updates, system enhancements and process improvements.
What’s in it for you?
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’re here to support you – we offer access to colleague wellbeing resources, including an Employee Assistance Programme, Mental Health First Aiders and the Inclusion Advocates 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.
Through the doors of Mercedes-Benz Financial Services, you’ll find a passionate team working to put our customers first. We know that to keep this team motivated, we need to ensure that everyone has equal opportunity to learn and develop. 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?
Please apply online via Taleo. Remember to include a copy of your CV too. You’ll be asked a series of questions through the online application process, including one seeking confirmation that you have discussed your application for this position with your Line Manager. The Mercedes-Benz recruitment process reflects our obligations under relevant UK legislation. Whilst all applications from across Mercedes-Benz and Daimler globally are carefully considered, unless otherwise stated, we are only able to progress applications from candidates who have the right to work in the United Kingdom.
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.
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. Contact us at careers@mercedes-benz.com for further information.
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 Chief Officer of Corporate Data Protection for the Mercedes-Benz Group AG at the following address: Mercedes-Benz Group AG, HPC E600, 70546 Stuttgart, data.protection@mercedes-benz.com.
