Telephone Host

Mercedes-Benz South West is currently looking for an experienced Telephone Host to join our team at our Mercedes-Benz of Exeter.

A little about us
Mercedes-Benz South West are proud to be part of City West Country Limited, a privately owned enterprise with a rich history spanning over three decades in the motor industry. Our Mercedes-Benz business thrives across our 4 dealerships: Exeter, Taunton, Plymouth, and Truro.

As a member of the Mercedes-Benz South West team, you will benefit from the expertise cultivated through years of industry experience and enjoy a host of great benefits. Our commitment to your professional growth is underscored by comprehensive training opportunities. Fulfil a career with an industry-leading brand.

About the Role
As a Telephone Host at Mercedes-Benz of Exeter, the successful candidate will join the Customer Support team and will play a pivotal role as the first point of contact for our general switchboard, being an ambassador of the outstanding customer experience offered by Mercedes-Benz South West.

What can we offer you?

• 25 Days holiday (plus bank holidays)
• Bonus scheme
• Car Benefit Scheme via NELS
• Scottish Widows Salary sacrifice Pension Scheme available
• Employee Assistance Programme
• Benefits Hub with 1,000s of amazing deals on all brands employees love
• Life Assurance
• Enhanced Sick pay
• Excellent training and support
• Career progression
• Aspiring Managers programme
• Cycle to work scheme
• Eye care vouchers
• Long Service awards

Salary:

£25,396.80 per annum

Hours:

Monday to Friday shift pattern between the hours of 08.00 – 18.00, plus 1 in 6 weekends (with a lieu day). Your average weekly hours will be 40 hours per week.

Telephone Host Responsibilities:

• Rotating inbound and outbound call rota
• Monitor and record inbound call activity accurately via Host Module
• 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 establish contact between customers and site/team member
• Ensure messages are communicated to the necessary department in a timely manner
• Capture customer complaints where relevant and pass to site within 24hrs of call
• Provide administrative support to all departments where appropriate or requested
• Deliver consistently high standards of accuracy and quality in the completion of information

What's required from you?

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

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.