Customer Experience Host – Inbound Call Specialist

City West Country Ltd; Exeter; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Employee Car Scheme

25 days holiday

Salary sacrifice pension

Benefits Hub discounts

Employee Assistance Programme

Cycle to work

Eye care vouchers

Life assurance

Job summary

City West Country Ltd in Exeter is seeking a Telephone Host to deliver an outstanding customer experience as the first point of contact for inbound switchboard calls. You will handle enquiries efficiently, complete outbound CSI calls, and escalate complaints promptly while providing administrative support across departments.

The role requires good telephone and interpersonal skills, reliability, and a proactive approach in a fast-paced, customer-focused environment.

Qualifications

• 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.

Responsibilities

• Rotating inbound and outbound call rota.
• Monitor and record inbound call activity accurately via Host Module.
• Promote CWC exacting service standards in all customer contact.
• 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 establishes contact between customers and site/team member.
• Ensures messages are communicated to the necessary department in a timely manner.
• Capture customer complaints where relevant and pass to site within 24hrs of call.
• Provides administrative support to all departments where appropriate or requested.

Skills

Customer service

Telephone skills

Interpersonal skills

Deadline driven

Flexible and professional

Job description

City West Country Ltd in Exeter is seeking a Telephone Host to deliver an outstanding customer experience as the first point of contact for inbound switchboard calls. You will handle enquiries efficiently, complete outbound CSI calls, and escalate complaints promptly while providing administrative support across departments.

The role requires good telephone and interpersonal skills, reliability, and a proactive approach in a fast-paced, customer-focused environment.