Automotive Service Retention Specialist (Exeter)

City West Country Ltd; Exeter; On-site; GBP 28,000 - 35,000; Full time

Benefits offered by this job

Uncapped bonus

Industry training

Employee Car Scheme

25 days holiday

Pension scheme

Benefits Hub discounts

Employee Assistance Programme

Cycle to work

Eye care vouchers

Life assurance

Long service awards

Job summary

City West Country Ltd in Exeter is seeking a Service Retention Specialist at the Mercedes-Benz of Exeter Head Office to manage service plans, bookings and customer communications. You will drive retention by reducing cancellations and re-engaging lapsed customers, ensuring accurate records and timely payments.

The role offers an uncapped bonus potential, industry-leading training and a benefits package as part of a growing automotive group with a strong regional presence.

Qualifications

• Previous admin role is preferred.
• Good telephone and interpersonal skills.
• Must be accurate and show attention to detail.
• Organisational and time-management abilities.
• Experience in a customer-focused environment.
• Specialist/technical product knowledge.
• Admin and IT skills.

Responsibilities

• 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.

Skills

Admin & IT Skills

Telephone skills

Interpersonal skills

Attention to detail

Organisational Skills

Time Management

Customer focus

Specialist/technical product knowledge

Previous admin role

Job description

City West Country Ltd in Exeter is seeking a Service Retention Specialist at the Mercedes-Benz of Exeter Head Office to manage service plans, bookings and customer communications. You will drive retention by reducing cancellations and re-engaging lapsed customers, ensuring accurate records and timely payments.

The role offers an uncapped bonus potential, industry-leading training and a benefits package as part of a growing automotive group with a strong regional presence.