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 Service Contact Specialist to join our expanding Customer Support Team at our Exeter dealership. The working hours for this role will be on a shift basis between the hours of 08.30 – 17.30, Monday to Friday with a 30 minute lunch. The successful candidate will expand customer contact to increase sales and retention for the service environment, generate workshop bookings from both live and lapsed customer databases and upsell the customer to maximise revenue.

Role and Responsibilities may include

  • Effective outbound calling to generate workshop visits
  • Appropriately code and cleanse customer records to ensure relevant and timely future contact
  • Extend a high level of customer service and experience to maintain brand values and service excellence
  • Act with a professional and flexible approach
  • To support the CSU team with EMS and post service/handover contact
  • Occasional Saturday working on a rota basis
  • CWC General
  • Support comms team on meeting departmental and commercial objectives
  • Create effective communication links with the manufacturer , suppliers, professional bodies and statuary representatives to drive best value for the business
  • Communicate clearly, regularly and promptly with colleagues across all business areas
  • Communicate the Mercedes-Benz culture of quality and excellence through the digital and Social Media platform
  • Identify training and development needs for yourself as part of the performance management process
  • Ensure all capital outlay is authorised by a line manager or a director
  • Ensures all areas of Health & Safety operate effectively and within the requirements of the law


£19,500 per annum (OTE up to £32,000)

What we offer

  • 30 Days holiday (including bank holidays)
  • Car Benefit Scheme (attractive staff car leasing scheme)
  • 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

About you

  • Specialist/technical product knowledge
  • Outbound call experience essential
  • Proven experience in conversion & retention
  • Good telephone and interpersonal skills
  • Dynamic and driven self-starter
  • Flexible and professional

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