Mercedes-Benz South West has the backing of City West Country Ltd, a privately-owned family ran organisation with more than three decades of motor industry experience. The founder of the franchise is determined that family values will remain at the heart of Mercedes-Benz South West for many years to come. Our business employs 600 staff who are based across 9 sites throughout the South West, which includes our 4 dealerships which are based at Exeter, Taunton, Plymouth and Truro.

We are currently looking for a Customer Loyalty Specialist at our site in Plymouth. The working hours for this position are varied between the hours of 08:00-18:00 and will include weekend working. Within this position you will be engaging with customers and following their journey to promote loyalty to Mercedes-Benz.

KEY ACCOUNTABILITIES & RESPONSIBILITIES

  • Communicates the Mercedes-Benz culture of quality and excellence
  • Deliver KPI’s in line with the company standards and processes
  • Participates in planning & working promotions and campaigns to promote customer loyalty
  • Communicates and develops strong personal relationships with customers
  • Communicates customer expectations/requirements to management
  • Offers sound advice and product knowledge to customers on vehicles, prices, specifications and technical data
  • Uses knowledge of the products and services on offer to build customer value
  • Assesses Finance return cars and conducts technical appraisals in collaboration with the Used Car Buyer and Transaction Manager
  • Completes vehicle familiarisation drives and demonstrates vehicle controls to all customers
  • Promotes sales and service packages/bolt ons in line with FCA requirements
  • Makes an appropriate referral to a Transaction Manager when a customer conversation results in a sales lead
  • Makes an appropriate referral to a Service Team Manager for any service requirements
  • Refers any customer complaints to the relevant line manager immediately
  • Concludes duties in a professional manner and with the best interest of the company
  • Organises all administrative aspects of the role in line with the customers expectation
  • Provides the customer with contacts in other departments to support the overall customer experience
  • Reviews customer satisfaction and implements improvements
  • Communicates clearly, regularly and promptly with the customer, their line manager and colleagues
  • Identifies training and development needs as part of the performance management process
  • Ensures all processes are effective and in line with the company & franchise requirements
  • Ensure the safety and security of people, vehicles and property at all times, reporting any known faults or hazards
  • Ensures all capital outlay is authorised by their line manager or a director

KNOWLEDGE & SPECIFIC JOB SKILLS

  • Demonstrates their enthusiasm and passion for the Mercedes-Benz & smart brands
  • Is highly motivated, articulate and communicates effectively
  • Has sound knowledge of product and is trained in customer service
  • Enjoys exceeding customer expectations
  • Inbound and Outbound calling experience

CORE MBSW 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