Mercedes Benz Deployments

**About The Role**:
RAC have an exciting opportunity for a Deployments and Communications Specialist to join our **Mercedes Benz Customer Service** **Team **here at **Bescot **on **a 6 month fixed term contract**.

This is a
**full time** position, working between
**Monday-Sunday 06:00-22:00**

In this role you will be responsible for achieving the performance objectives required by the business.

You will Communicate Oversee and manage Mercedes-Benz Cars UK repair management and car hire cases. Making outbound calls to customers, dealers and corporate customers to resolve any outstanding concerns. Delivering effective communication to our internal and external customers, our plans to resolve their breakdown situation and manage their experience through to completion.

**Key Accountabilities**:

- Ensure all repair management cases are monitored and progressed, updating all involved
- Proactively chase dealers for repair times to minimize downtime and manage car hire budget spend
- Escalate lengthy repair times to all relevant parties to focus efforts on improving dealer response times
- Achieve individual and department KPI’s and quality measures
- Build and update product and process knowledge
- Build relationships with dealerships involving them in all matters relating to the customer
- Outbound calls to customers, dealers and corporate customers when necessary
- Manage the time to attend the customer at the roadside through effective communication, identifying how the customer can be proactively managed through to satisfactory completion.
- Make relevant contact with all customers following a breakdown incident and, where necessary, provide progress updates using appropriate resources and technology to improve service delivery.

**What we are looking for**:

- Excellent accuracy thoroughness and attention to detail
- Proven Customer Service skills and the ability to create rapport quickly
- Can build and maintain relationships with Corporate Customers and Clients
- Proficient at using IT systems including MS Office
- Experience of the Contact Centre environment
- Strong communication skills, both oral and written
- Work effectively as part of a team and find opportunities for improvement
- Willingness to support others in their role so the Company can achieve its objectives

**You will be reporting to Mercedes-Benz Team Manager**

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