Telephone Host - Exeter

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

Salary: £27,097.72 per annum

Location: Exeter

Hours: 41 hours per week, Monday to Friday, office based with shifts scheduled between 08:00 and 18:00. This role also includes additional Saturday working in the office, 08:30-17:00, and Sunday working from home, 10:00-16:00 on a rota basis.

This is an exciting opportunity to join City West Country Ltd in our Exeter dealership! We are looking for a Telephone Host to deliver an outstanding customer experience as the first point of contact for inbound switchboard calls, handling enquiries efficiently and courteously. The role also supports customer satisfaction by completing outbound CSI calls, recording and escalating complaints promptly, and providing administrative support across departments.

Who are City West Country?

We are a privately owned, award-winning automotive group with over 40 years of industry experience, operating successful dealerships across Exeter, Taunton, Plymouth and Truro. As our business continues to expand, we're offering the right candidate the chance to thrive in a fast-paced, forward-thinking environment

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 can we offer you?

• 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

What You'll Be Doing

As a Telephone Host you will provide outstanding customer experience through being first contact for inbound general switchboard.

Key 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.

What We're Looking For

• 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

Is This You?

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.

Want to discuss this role? Call Beth Williams on 01392 825073 or email [email protected]