CSU 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

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'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.