At a Glance
- Tasks: Manage service plans, drive customer retention, and deliver exceptional service.
- Company: Join City West Country, an award-winning automotive group with strong family values.
- Benefits: Enjoy uncapped bonuses, industry-leading training, and 25 days' holiday plus bank holidays.
- Other info: Be part of a diverse team committed to equality and progression.
- Why this job: Grow your career in a dynamic environment while making a real impact on customer satisfaction.
- Qualifications: Previous admin experience, strong communication skills, and attention to detail required.
The predicted salary is between 37584 - 45936 £ per year.
Ready to grow your career with a business that's expanding while others are cutting back?
We are looking for professional Customer Service Professionals to join as a Service Retention Specialist based at our Mercedes-Benz of Exeter Head Office.
With uncapped bonus potential, industry-leading training and the backing of an award-winning automotive group, this is an exciting opportunity to build your career with City West Country.
What can we offer you?
- Uncapped bonus scheme meaning large potential to earn
- Industry expert training
- Employee Car Scheme
- 25 days' holiday + bank holidays
- Scottish Widows salary sacrifice pension scheme
- Access to our exclusive Benefits Hub - discounts on big brands
- Employee Assistance Programme
- Cycle to work scheme and eye care vouchers
- Life assurance 1 x basic salary
- Long Service Awards to celebrate your milestones
Who are City West Country?
City West Country are a privately owned, award-winning automotive group with over 40 years of industry experience, operating successful dealerships across Exeter, Taunton, Plymouth and Truro and now in our brand-new dealership in Paignton.
That's right, while others are streamlining their operations, we are growing, and we need the right Technicians to join us on this journey.
Owned by a father-and-son team, we pride ourselves on strong family values.
For the past three years, we have also been recognised as an Outstanding Company to Work For by Best Companies!
With an annual turnover exceeding £368 million, CWC are ranked as the 47th largest dealer group in the UK according to the AM-online AM100 report, and hold the 50th position in the Scoosh Top 100 Car Dealers rankings.
- What You'll Be Doing
- Manage and administer service plans, including amendments, quotations, payment changes and customer records.
- Act as the main point of contact for all sites regarding service plan enquiries and workshop bookings.
- Drive customer retention by reducing service plan cancellations and re-engaging lapsed customers.
- Recover missed service plan payments and manage direct debit, card payment and payment exception processes.
- Maximise workshop efficiency through effective booking, workshop loading and job allocation.
- Accurately programme and communicate booked work to the workshop, ensuring all customer requirements are captured.
- Identify and maximise sales opportunities, including second-phase retail opportunities and care plan activations.
- Deliver exceptional customer service, maintaining regular communication from initial booking through to vehicle handover.
- Maintain accurate customer and vehicle information while ensuring compliance with company processes and standards.
- Build strong working relationships with customers, colleagues, manufacturers and suppliers, contributing to continuous improvement across the business.
What We're Looking For
- Previous administer role is preferred
- Good telephone and interpersonal skills
- Must be accurate and show attention to detail
- Organisational Skills
- Time Management
- Experience of a customer focussed environment
- Specialist/technical product knowledge
- Admin & IT Skills
Ready to Make Your Move?
If you're motivated, eager to learn and excited by the opportunity to build a career, we'd love to hear from you!
Apply today and join a company that values attitude, ambition and progression.
We are passionate about creating a diverse and inclusive place to work, with a commitment to equality and fairness at the heart of our values and everyday practices and policies.
We aim to recruit, nurture and retain a diverse workforce that reflect the diversity of our customer base.
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CSU Service Retention Specialist - Exeter employer: City West Country Ltd
City West Country Ltd is an exceptional employer located in Taunton, offering a dynamic work environment where teamwork and innovation thrive. With a strong focus on employee development, we provide ample opportunities for growth and advancement within the company, alongside a commitment to maintaining high technical and quality standards that ensure our team members take pride in their work. Join us to be part of a supportive culture that values excellence and delivers outstanding customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land CSU Service Retention Specialist - Exeter
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at City West Country Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like City West Country Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace CSU Service Retention Specialist - Exeter
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to City West Country Ltd:Your cover letter is your chance to shine! Tell us why you want to work at City West Country Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at City West Country Ltd!
How to prepare for a job interview at City West Country Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
