An opportunity has arisen to join us as Customer Relationship Centre Manager based at our support offices in Poole. The Customer Relationship Centre provides a central service for the Sandown Group - Mercedes-Benz and smart Retailers. CRM is focused on outbound contact and inbound contact to ensure customer satisfaction and to develop relationships during the ownership of their vehicle.
The objective of the CRM department is to increase business opportunities and ensure customer loyalty. As Customer Relationship Centre Manager you will be responsible for supervising the team of Customer Support Executives and to take day to day responsibility for the supervision of outbound and inbound calls including output and time management. The successful applicant will also be responsible for ensuring that the required standards of service are reached at all times and that CSI targets are achieved.
Applicants must have previous call centre experience, will need to have a passion for sales and excellent telephone customer care skills, along with exceptional organisational skills and an attention to detail. Previous experience in a supervisory role within a sales environment is also desirable.
Successful candidates will currently be working in a Customer Relationship Centre preferably within the motor trade, although this is not essential. Experience in a customer contact environment is essential as is a proactive approach and determination to sell.
Top performers are encouraged to apply and will be asked to demonstrate their success at interview. Applicants will be expected to be immaculately attired as is befitting the Mercedes-Benz brand and must hold a full driving licence.
Hours of work are 45 hours per week, from Monday – Friday. Flexibility will be required with start and finish times depending on workload. Weekend working may be a requirement of the role.
22 days holidays per annum plus 8 statutory holidays, Company pension scheme, life assurance and a Company Mercedes-Benz.