Job description
Location: Site 5, Hill Barton Industrial Estate, Exeter
Hours: Monday to Friday 08.30 – 17.30 with 1 hour lunch
Salary: £26,000 per annum (OTE £30,000 per annum)
A little about us
City West Country Limited (CWC), a privately owned enterprise with over three decades of experience in the motor industry, proudly operates the Mercedes-Benz South West brand across our four dealerships in Exeter, Taunton, Plymouth, and Truro. As part of the City West Country team, you’ll benefit from our years of expertise, a commitment to professional growth, and a structured development path supported by comprehensive training from Mercedes-Benz Head Office.
About the Role
The role is to maintain CWC country fleet reputation of excellent customer service, by responding to customer issues efficiently and ensuring all formal complaints are recorded. Improving and implementing new processes for customer service.
What can we offer you?
- 25 Days holiday (plus bank holidays)
- Commission scheme
- Car Benefit Scheme (NELS)
- Scottish Widows Pension Scheme
- Employee Assistance Programme
- Life Assurance
- Excellent training and support
- Career progression
- Cycle to work scheme
- Eye care vouchers
- Long Service awards
You will be responsible:
- For following business SLA’s for responses to customer queries
- First port of call for dispute for initial response through to resolution
- Maximise opportunity for customer feedback
- Identifies any root cause analysis for re-occurring issues
- Effectively liaise with the fleet sales, operations and logistics teams
- Responsible for all pre and post calls
- Review customer feedback and implements improvements
What’s required from you?
- Excellent customer service experience
- Ability to analyse data
- Excellent Administration and IT skills
City West Country Core Behaviours:
Driving Sales – Identifies and initiates opportunities to drive sales and deliver commercial benefits
Customer Service – Focuses on the needs of customers to improve service and sales
Planning & Organising – Organises own workload effectively, prioritising to deliver to deadlines
Analytical Ability & Decision Making – Demonstrates sound judgement in making decisions
Teamwork & Coaching – Quickly builds rapport and establishes relationships with others
Motivation – Demonstrates a positive attitude and takes responsibility for their own actions.
