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 Telephone Host to join our team in Exeter. The working hours for this position are from Monday to Friday 08:00-18:00 and 1 in 5 weekends. Within this role the successful candidate will be the first contact for inbound general switchboard and be an ambassador of the outstanding customer experience offered by Mercedes-Benz South West.

What can we offer you?

  • 30 Days holiday (including bank holidays)
  • Commission scheme
  • Car Benefit 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

Salary:

£20,300 per annum

Contact Host Responsibilities:

  • Rotating inbound and outbound call rota
  • Monitor and record inbound call activity accurately via Host Module
  • Promote Mercedes-Benz exacting service standards in all customer contact
  • Effective outbound calling to ascertain customer experience after their service and sales visit
  • Educate customer on MBUK questionnaire to support ‘recommendation’
  • Qualify customer needs and personally establishes contact between customers and site/team member
  • Ensures messages are communicated to the necessary department in a timely manner
  • Capture customer complaints where relevant and pass to site within 24hrs of call
  • Provides administrative support to all departments where appropriate or requested.
  • Delivers consistently high standards of accuracy and quality in the completion of information

CWC General

  • Create effective communication links within the business to root CSU value
  • Communicate clearly, regularly and promptly with colleagues across all business areas
  • Uphold the Mercedes-Benz South West culture of quality and excellence
  • 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

What’s required from you?

  • Customer service experience essential
  • Good telephone and interpersonal skills
  • Dynamic and driven self-starter
  • Proven ability to work to deadline and targets
  • Flexible and professional

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