Customer Experience Expert

Date: 27 Mar 2024

Location: Derby, United Kingdom

Company: inchcape

Customer Experience Expert – Mercedes Benz Derby

£6,346.67 (OTE £7,240) + Employee Benefits

10 hours per week, covering Saturday & Sunday





At Inchcape, we are all about rewarding hard work, that’s why we offer a benefits package with great perks from vehicle discounts to mental health support and much more…

  • Family Friendly - Enhanced family friendly policies, giving you more time to spend with your family
  • Annual leave - A minimum of 33 days annual leave (including bank holidays), rising with long service
  • Looking to develop? - Grow your career with us, receive industry leading training from the brand you represent and our dedicated training team
  • Your Wellbeing - We take employee wellbeing seriously at Inchcape, we offer a programme to support all our colleagues and families with whatever challenges they may face
  • Your Discount - From Apple to Asda and everything in between, we offer discounts that save you money every day
  • Your Finances - Effortlessly grow your savings with our Share Scheme, we will match up to 7% when you enrol into our flexible pension scheme and have peace of mind with our free life assurance cover and much more
  • Your Recognition - We put our colleagues at the heart of what we do with ongoing recognition and an annual event to celebrate those that go over and above
  • Drive with us - We offer discounts and offers on both new & used vehicles and servicing for you, your friends and family
  • Your Health - From gym discounts to cash healthcare plans, find everything you need to look after your health
  • Cycle to Work - Get a bike and or cycling gear at a significantly reduced price
  • Community Volunteering Day - Every colleague has an additional day to spend volunteering for a charity or good cause of their choice, as well as the option to get involved in our company wide charity initiatives
  • A company that cares - We believe Inchcape is for everyone and we’re dedicated to building a diverse, inclusive, and authentic workplace


Job Introduction

The automotive industry is undergoing its biggest transformation, moving from a product to service centred approach. Mercedes is determined to be at the forefront of this transformation, revolutionising every step of the customers journey with the onsite dealership at its heart. 

As a customer experience expert, you will be an ambassador for one of the world’s leading brands, you will guide the customer through their journey as the first point of contact in the Centre, delivering on their needs and requirements, whilst providing a customer focussed, premium experience.


You will thrive in a customer centric environment and have the passion and enthusiasm for the brand to deliver a great customer experience on every opportunity. You will have a solution focussed attitude and the ability to confidently inspire and excite our customers.


Main Responsibilities

  • Proactively approaching customers to offer help and advice based on the customers requirements
  • Helps create the right retail environment for our customers – inc. display
  • Planning and managing the Customer Journey – enabling them to make an informed decision – and providing customers with relevant information on all relevant products and services available throughout the retailer in a compliant manner
  • Works closely with your line manager to ensure all needs of all customers are understood and met including the identification of potentially vulnerable customers
  • Present a balanced presentation of funding options to a customer, following compliance processes and requirements (inc. Initial Sales Disclosure)
  • Helps facilitate the basic needs of our aftersales customers – working with the aftersales team to provide seamless service
  • Help facilitate the test drive experience of our product including product presentation and documentation
  • Works with your managers to secure and process vehicle orders – including the effective use of Mercedes Benz platforms where applicable
  • Works closely with the Sell My Car Exec to ensure all possible car purchases are captured
  • Helps arrange and agree handover details for customers who purchase a vehicle, working with admin and vehicle progress chaser
  • Assists in following up previous visitors and enquiries to revisit assist and re appoint where suitable
  • Captures data as directed by managers and required in line with Inchcape policy



The Ideal Candidate

  • Ability to provide a first-class customer service with energy and enthusiasm
  • A UK Driving Licence is advantageous, but not essential
  • An effective multitasker who is methodical and efficient
  • Has a genuine desire to help people and the team
  • Has a passion for the product - responsible for keeping up to date with the latest Mercedes Benz product information
  • Attention to detail
  • Works hard to meet or exceed performance objectives
  • Welcomes feedback and support to optimise performance
  • Excellent listening and communication skills


About The Company

Inchcape is a leading independent global automotive distributor and retailer. We aim to deliver an outstanding customer experience at every one of our franchised dealerships, and to support this all our dealerships have specialist, manufacturer trained staff to ensure you and your car receive the best possible attention.


OUR VISION: To be the world’s most trusted automotive Distributor.

Inchcape is ambitious! We are pursuing a strategy of growth, both organically and by acquisition, across the globe. We have a number of exciting opportunities for equally ambitious talent.


At Inchcape we are dedicated to building a diverse, inclusive and authentic workplace, and believe that Inchcape is for Everyone. So if you’re excited about this role and you share our values to deliver great experiences through fresh thinking and working better together, we encourage you to apply. You may be just the right person for this or other roles. Please get in touch!