CSU Service Retention Specialist - Exeter

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

Benefits offered by this job

Uncapped bonus

Employee Car Scheme

Scottish Widows salary sacrifice p ens

Discounts on big brands

Employee Assistance Programme

Cycle to work scheme

Eye care vouchers

Life assurance

Long Service Awards

Job summary

City West Country Limited is seeking a CSU Service Retention Specialist for Exeter. The role is based at our Exeter Head Office with a salary up to £31,404.74 and standard hours Monday to Friday.

You will manage service plans, handle bookings, and drive retention while ensuring accurate customer records and payments. You will be the main contact for service plan inquiries across sites, aiming to reduce cancellations and re-engage lapsed customers, while supporting workshop flow and

Qualifications

• Experience in customer service roles.
• Ability to manage service plans and bookings.
• Familiarity with payment processes (direct debit, cards) is a plus.

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

Customer service

Service plans management

Payment processing

Job description

CSU Service Retention Specialist - Exeter

Salary: Up to £31,404.74

Hours: Monday to Friday 08.30-17.00

Location: Exeter

Ready to grow your career with a business that is 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
• Scottish Widows salary sacrifice pension scheme
• Access to our exclusiveBenefits Hub- discounts on big brands
• Employee Assistance Programme
• Cycle to work scheme andeye 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

As a Retention Specialist you will

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.

CSU Service Retention Specialist - Exeter