Contact Centre Specialist
Working for Brooklands Driving Experiences Ltd. at Mercedes-Benz World, you will be part of the Contact centre Team and play a key role in creating a positive first impression for all future guests.
Located in Surrey, Mercedes-Benz World is one of the largest automotive brand centres in the world. The venue offers a unique experience, featuring high-performance and off-road driving circuits, an extensive collection of modern and historic vehicles, interactive exhibitions, simulators, restaurants, a cinema, and a wide range of attractions.
As a Contact Centre Specialist, you will be responsible for delivering exceptional customer service and ensuring a seamless guest experience. This includes handling enquiries, booking premium driving experiences, resolving customer issues, and providing accurate information through multiple communication channels such as phone and email. You will also work closely with internal teams to ensure all guest needs are met efficiently and professionally.
You will receive full training and become part of a highly professional and supportive team, engaging with a diverse audience—from families and first-time visitors to passionate automotive enthusiasts—while maintaining the highest standards of service.
This is a 7-day operation, with a structured working pattern that includes alternate weekends. The role offers excellent opportunities for development, with exposure to different areas of the business and the chance to build new skills as you progress.
If you are passionate about customer service, enjoy engaging with people, and want to be part of an experience that creates lasting memories for guests, this is an exciting opportunity to contribute to what makes Mercedes-Benz World truly special.
Main Responsibilities
· Handle customer enquiries via phone and email, delivering excellent service at all times
· Book driving experiences for both licence and non-licence holders
· Resolve customer queries efficiently and within agreed timeframes
· Manage complaints professionally, following escalation procedures to achieve positive outcomes
· Monitor and manage shared inboxes, ensuring all communications are actioned promptly
· Ensure full compliance with GDPR and company policies
· Manage franking and posting of gift vouchers
· Act as a key point of contact for colleagues, Mercedes-Benz, and BDE Management
· Provide accurate information about driving experiences and facilities
· Maintain full knowledge of company procedures and responsibilities
· Demonstrate and uphold core company values
· Conduct outbound calls for special events and customer loyalty initiatives
· Complete end-of-day processes, including reporting and daily statistics
Skills & Qualities
· Strong communication skills, both written and verbal
· Customer-focused with a professional and approachable manner
· Ability to thrive in a fast-paced environment
· Team-oriented with a collaborative mindset
· Enthusiastic, personable, and confident
· Proficient in Microsoft Office (essential)
· Reliable, proactive, and highly organised
· Excellent attention to detail
· Experience with Salesforce (desirable)
· Previous telephone-based customer service experience (preferred)
· Interest or experience in the automotive industry (advantageous but not essential)
Benefits
· On-site canteen
· Company pension scheme
· Free flu vaccinations
· Health and wellbeing programme
· Free on-site parking
· Sick pay
· Up to 33 days annual leave
· Free annual eye test
· 20% discount on driving experiences, F1 merchandise, and onsite food and beverages
· Access to “Perks at Work” scheme
Job Type: Full time – 5 Days per week (weekend availability)
Salary: £27,000 per annum
Work location: In person – KT13 0SL
Reference: GS0326
Safeguarding Policy
We are committed to safeguarding and promoting the welfare of children, young people, and vulnerable adults. All candidates are subject to appropriate safeguarding checks, including an enhanced DBS check where applicable.
Job Type: Full-time
Pay: £27,000.00 per year
Work Location: In person
