Customer Operations Specialist
At Mercedes-Benz, our aim is to deliver the best, or nothing. Our people create a real customer focus whilst connecting more customers with our brand and products. To further underpin our drive for great customer service we are now looking to recruit a new team member of our Customer Service Field Coordinators to join us.
In this field-based role you will be working on site with each retailer in the South of England to identify & analyse the room cause of new, used car and after sales complaints. You will be responsible for working with each retailer to create relevant action plans that have a positive impact on both individual retailer and national sales customer satisfaction scores, which are measured by both Mercedes-Benz retailer and national sales customer satisfaction surveys.
Please note this is a field based role and is a fixed term contract until April 2019.
About the role
Working alongside other retailer-facing teams, you will be expected to hold monthly reviews with the General Manager and other relevant line management at each site to review the current sales and after sales satisfaction scores and complaints received by Mercedes-Benz Cars and the retailer, identifying the cause.
With the General Manager, you will work through which changes or improvements need to be address within the next month from the customer feedback received and to facilitate a clear prioritised documented action plan.
As you will be field based, it is important that in this role you work collaboratively with other key stakeholders- Sales, Aftersales, Network District Managers and Finance Operations Managers, as well as other relevant departments to ensure that issues are communicated across the business for alignment and prioritisation.
Alongside demonstrable experience in a similar role within a similar environment you will be:
- Confident, credible and articulate in front of senior business leaders
- Skilled in listening, analysing and being able to collate information & gain agreement
- An objective style with the ability to challenge in a positive way
- Highly customer focused with real empathy for service and support
- A good team player
- Be self-motivated and able to demonstrate resilience.
- Well-developed organisational and facilitation skills.
- Graduate/relevant professional qualification.
- Clean driving licence.
- Personal flexibility to travel within the UK, mostly in the south of England.
You will receive the usual excellent company benefits you would associate with a company like Mercedes-Benz which include, generous holiday entitlement, discretionary annual bonus and staff pension. You will also be working in an exciting environment with the potential to develop your skills for a career that fits with your own ambitions.
Please include a full, current CV when applying alongside an indication of your salary expectations. The Mercedes-Benz recruitment process reflects our obligations under relevant UK legislation. Whilst all applications are carefully considered, we are only able to progress applications from candidates who have the right to work in the United Kingdom.
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