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Group Customer Contact Manager

  • Job added:   5 August 2013
  • Location :   Poole/Dorset
  • Job Type :   Permanent
  • Company :   Tony Purslow Ltd
  • Contact :   Jo Michael
  • Email :   mercedes.recruitment@mercedes.co.uk

The successful Tony Purslow and Jacksons Mercedes-Benz businesses have been consolidated into one new Group business, operating in two separate Market Areas, covering Guildford, Basingstoke, Hindhead (Aftersales only), Poole, Salisbury and Dorchester.

The purpose of this newly-created Group role is the management of a professional, premium Customer Contact Centre team to convert outbound calls into business opportunities for Retail Sales, Fleet Sales and After Sales across both Mercedes-Benz and smart brands. It is also responsible for ensuring that the database is continually and accurately cleansed.

The customer database is used to provide call contacts, especially for the generation of enquiries and appointments for service and MOT, alongside a feed from Mercedes-Benz UK of centrally generated sales enquiries. Customer satisfaction calls as well as post sales and service calls also play a significant part of the Customer Contact Centre role.

The role is also responsible as the central point of contact for the resolution of any customer dissatisfaction, and the liaison with relevant departments or Mercedes-Benz UK.

One key element of the role is the recruitment, development and motivation of the Contact Centre team members, ensuring the environment is fitting with the Mercedes-Benz brand.

Main Duties and Responsibilities include:

•Manage a team of outbound Customer Contact Specialists across both Sales and After Sales to deliver business opportunities from supplied data.
•Drive the team to deliver maximum efficiency, balanced with the highest quality premium customer contact experience.
•Improve data quality held on customers and prospects, increasing the volume of contactable customers/prospects.
•Deliver targeted conversion rates, and volume of business opportunities for Sales and After Sales departments in each Retail site.
•Continually drive quality of data held through cleansing campaigns.
•Develop new data to support the business, i.e. cold outbound calling of Fleet customers.
•Central point of contact for all customer contact, overseeing complaint management across the business, in liaison with MBUK customer care if necessary.
•Develop the call centre environment to be fitting to the contemporary, prestige brand it represents.
•Deliver performance reports on a weekly and monthly basis against business objectives.

An attractive salary package will be offered along with a company car. Other benefits include a Company Pension and Life Assurance.

If you are interested in the above role, please contact Jo Michael, Group Human Resources Director, at mercedes.recruitment@mercedes.co.uk.
 

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