Ref:

Closing Date 31/01/2020
Benefits
Working Hours 20 Hours PW
Location Macclesfield
Salary £9,108.00 OTE £13,108.00

When Lei Shing Hong commenced its first Mercedes-Benz dealership over 45 years ago, it started its journey to become the world’s largest Mercedes-Benz retailer. Our UK dealerships operate under the corporate business LSH Auto UK Limited, with 9 Dealerships in the Birmingham and Manchester regions.

We require a Handover Experience Partner of the highest caliber to join our team at our Mercedes-Benz Dealership in Macclesfield. This is an excellent opportunity to join a successful business and build your career with a company where strong principles of colleagues, customers, sustainability and community focus are built into our vision.

This is an exciting role working 20 hours in the week.

Job Purpose

The Experience Partner Handover role is to deliver a superlative Customer Experience through “putting the Customer First. Always”. Your role is to ensure that you own the Customer Experience, that you are a host to every customer and visitor and that the customer is moved seamlessly to the next phase of their Experience Journey. The Experience Partner Handover understands the difference between a visiting guest and a customer (both potential and current) and how each are to be welcomed to the business.

You uphold the highest ethical standards, complying with all applicable legal requirements and act with complete integrity at all times.

You are highly active in the front line of the business, both with guests and customers ensuring optimisation of the time spend interacting with guests and customers. The Experience Partner Handover is specialised in and responsible for delivering a great the handover experience and manages the handover process from the point of order completed, finance accepted and when the vehicle is ready for delivery.

Tasks

Being a host: To meet and greet all customers and guests swiftly and efficiently in a friendly and courteous manner in line with company standards. To quickly ascertain their needs, direct their query and manage their expectations. To take responsibility for any customer or guest you interact with, even if this means you flex into another role, and help move them seamlessly to the next phase of their Experience Journey. To offer and make refreshments to guests to make them feel welcome.

Customer Experience: To take responsibility for the delivery of a superlative Customer Experience by “putting the Customer First. Always”. To maintain high levels of Customer Satisfaction and retention through providing a service-based experience to customers that makes them feel valued as an LSH customer.

Productivity: To make effective use of time, ensuring optimisation of the time spend interacting with guests and customers. Always seeking to add value, solve problems and lend assistance. Providing first hand support to customers with complex technology questions

Policies, Processes and One Team Guidelines: To ensure company policy, processes and One Team Guidelines are followed at all times.

Knowledge base: To maintain adequate knowledge of company initiatives, events, systems, products and colleagues to allow you to answer general customer and product/technology specific questions.

Competencies

One team competencies:

  • Teamwork: Works cooperatively as a member of One Team and is committed to the overall team objectives rather than own interests.
  • Accountability: Takes responsibility for and ownership of the customer experience in the business. Accountable for what experience is delivered and how it is delivered.
  • Integrity: Demonstrates honest and ethical behaviour that displays a high moral standard. Trusted by the customer and the team and respectful and honourable to both.
  • Flexible and Adaptable: Adapts to changing business needs, conditions, and work responsibilities. Adapts personal style and communication to suit different people or situations.

Job specific competencies:

  • Meeting Customer Expectations: Focuses on customer experience needs and satisfaction, setting high quality standards for the business.
  • Following Procedures: Demonstrates respect and commitment to the organisation, complying with legal obligations and safety requirements of the role. Follows procedures and policies, keeping to schedules and arriving punctually for work and meetings.
  • Adaptable: Able to adjust to new conditions and changing circumstances, accepts new ideas and change initiatives. Adapts personal style and communication to suit different people or situations.
  • Communicating: Speaks clearly and succinctly, adapting style and communication method to the target audience. Expresses opinions, information and key points of an argument clearly; projects credibility; presents information with skill and confidence.
  • Coping with Pressure: Works productively in a pressurised environment; keeps emotions under control during difficult situations; handles criticism well and learns from it; balances the demands of a work life and personal life.
  • Self-directed Learning: Rapidly learns new tasks and commits information to memory quickly; demonstrates an immediate understanding of newly presented information; gathers comprehensive information to support decision making; encourages an learns from successes and failures and seeks feedback.

Essential Criteria

  • Friendly, Inspirational, Respectful, Supportive, Thoughtful
  • Excellent listening and verbal communication skills
  • Organised, efficient, and sensitive to contextual necessities
  • Demonstration of aptitude for efficient and detail-oriented record keeping
  • Customer Service Experience in a retail environment
  • IT literacy
  • Attention to detail and Accuracy
  • Full valid UK driving license

Benefits:

  • 23 days Annual Leave, plus Bank Holidays, rising to 25 days after 2 years.
  • Extra annual leave purchase scheme
  • Generous company matched pension contribution
  • Life assurance
  • Mercedes Benz Retailer Staff Car Scheme for self, friends & family
  • Perkbox discounts on shopping, eating out, holidays and loads of ways of saving money
  • Mobile phone insurance
  • Subsidised Gym membership
  • Cycle to work scheme
  • Long service awards
  • Colleague Reward and Recognition Incentive Programme

Are you interested in joining a fun loving, passionate and spirited team and you feel up to the challenge, and have the relevant experience we are looking for APPLY TODAY!

Mercedes-Benz Careers at LSH Auto UK

Are you interested in pursuing an exciting and rewarding career? Do you want to be part of the world’s largest Mercedes-Benz retailer? If so, you’ve come to the right place.

Here at LSH Auto UK, we’re always on the lookout for fresh new talent to join our ever-expanding team. We offer many different career paths and opportunities to showcase your skills, so if you’re passionate about Mercedes-Benz, can contribute positively to a dedicated workforce and have outstanding enthusiasm and drive – we want to hear from you.


Whether you’re looking to shine as an expert Mercedes-Benz technician, take your sales skills to a managerial level or delve into the world of site security, we have the facilities and resources to guide you down the right path. Positions are varied and flexible with competitive rates of pay, so why not take a look at our latest job vacancies below, across Birmingham, Solihull, Tamworth, Manchester, Macclesfield, Stockport and Whitefield? Find out more about each job role including salary information and start making your next career move.

If you admire the craftsmanship and sophistication of Mercedes-Benz and want to join a team that could take your career to new heights, you could be the perfect fit. Send us your CV today.

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