Matthew Taylor

• Proactively handled incoming enquiries and leads, responding quickly and professionally to convert interest into appointments and sales.
  Developed a strong understanding of the Mercedes-Benz model range, specifications, and key selling points to confidently guide customers.
  Created personalised video walkarounds (CitNOW) to engage customers remotely and showcase vehicles in a more tailored way.
  Built strong, lasting relationships with customers to deliver a high level of service and encourage repeat business and referrals.
  Completed all compliance requirements (including ITC checks) accurately for each transaction.
  Managed payments and ensured all legal and financial processes were completed correctly and efficiently.
  Delivered professional and memorable vehicle handovers, ensuring customers felt confident and excited about their purchase.

• Worked flexible hours including nights, weekends, and bank holidays to support a 24/7 private aviation operation.
  Delivered a high level of customer service, handling enquiries and resolving issues quickly and professionally, even under pressure.
  Produced accurate quotes and carried out feasibility checks for flight requests, balancing client expectations with operational capability.
  Worked closely with operations and crew planning teams to coordinate and schedule flights efficiently.
  Built strong working relationships with brokers, negotiating and securing bookings across the fleet in a fast-paced environment.
  Maintained a calm, solutions-focused approach when dealing with time-sensitive or complex requests.

• Delivered a high level of customer service, building strong relationships and ensuring every customer felt looked after throughout their ownership experience.
  Handled enquiries and issues promptly and professionally, always working towards a quick and effective resolution.
  Managed service bookings and kept customers updated throughout, including progress, changes, and vehicle collection timings.
  Worked closely with technicians to ensure all work was completed to a high standard before vehicles were returned to customers.
  Collaborated with parts and workshop teams to improve turnaround times and keep operations running smoothly.
  Maintained accurate customer records and service history to support a more personalised and consistent experience.
  Coordinated vehicle drop-offs and collections, keeping the day-to-day operation organised and efficient.
  Completed vehicle inspections and reviewed service history to identify potential issues early and add value for the customer.
  Used effective questioning to fully understand customer concerns and expectations from the outset.

• Managed a high volume of customer enquiries, handling calls efficiently while maintaining a professional and friendly approach.
  Delivered knowledgeable support to customers, ensuring they clearly understood work required and next steps.
  Managed daily workloads and kept customers regularly updated on vehicle progress and any additional requirements.
  Identified and upsold necessary work in a clear and honest way, consistently achieving targets.
  Handled customer feedback and complaints promptly, always working towards a positive outcome.
  Built rapport with customers through a welcoming approach and effective questioning to fully understand their needs.
  Ensured compliance with company standards by escalating issues where required.
  Maintained and updated customer records accurately to support smooth day-to-day operations.
  Contributed to a safe, organised working environment.

• Tested and approved chemical products to ensure they met required composition and quality standards.
  Managed and updated laboratory databases, keeping accurate records of stock and materials.
  Identified issues within processes and reported solutions to management to improve efficiency and consistency.
  Acted as a first responder in emergency situations, applying First Aid and CPR training when required.
  Carried out specialist testing, including anionic, cetyl pyridinium chloride, chlorhexidine digluconate, and fluoride analysis.
  Helped develop and refine laboratory procedures to support business needs and maintain high standards.
  Maintained accurate and up-to-date records to ensure compliance with operational and safety requirements.

• Carried out security screening of passengers, crew, and staff using X-ray machines, metal detectors, and search procedures.
  Monitored access to restricted areas, authorising entry and exit in line with strict security protocols.
  Responded quickly and effectively to security alerts, incidents, and duress alarms.
  Identified and investigated suspicious activity, ensuring safety and compliance at all times.
  Maintained a high level of awareness to detect prohibited items and prevent security breaches.
  Promoted to a private VIP terminal, supporting the setup of a new team and helping establish operating procedures.
  Worked closely with the PremiAir team to deliver a more personalised, customer-focused experience within a high-security environment.
  Built strong communication skills when dealing with a wide range of passengers, including high-profile clients.
  Successfully passed extensive background checks required for airside security clearance.

(TEMPORARY CONTRACT)

• Managed customer bookings and ongoing repairs, maintaining strong relationships and encouraging repeat business.
  Worked closely with technicians and workshop teams to keep work in progress on track and ensure vehicles were ready to a high standard for collection.
  Delivered a high level of customer service in line with premium brand expectations.
  Used internal systems including CDK, Kerridge, and EVA to manage daily tasks, job cards, and customer updates.
  Greeted customers professionally and built rapport from the outset to create a positive experience.
  Managed workload effectively, prioritising tasks to keep operations running smoothly.
  Worked as part of a team to consistently achieve targets and maintain high performance.
  Ensured accurate handling of documentation, filing, and customer records.

(SECONDARY JOB)

• Inspected vehicles on arrival and identified any additional work required prior to sale or handover.
  Coordinated a team of technicians, allocating work efficiently to meet deadlines and maintain workflow.
  Created and managed job cards, including invoicing for additional work carried out.
  Acted as a key point of contact, communicating with different departments and stakeholders across the business.
  Monitored vehicle progress, keeping track of outstanding work and ensuring nothing was missed.
  Developed and maintained a custom tracking system to manage all vehicles on site more effectively.
  Managed time and resources to ensure vehicles were prepared to a high standard and within required timeframes.
  Maintained a professional and positive image of the business when dealing with both internal teams and customers.

• Assisted customers on the shop floor, recommending products and clearly explaining features, benefits, and aftercare.
  Used open questioning to understand customer needs and guide them towards the right purchase.
  Delivered a strong customer experience by handling queries and resolving issues quickly and professionally.
  Consistently contributed towards store sales targets and monthly KPIs.
  Built good relationships with customers to encourage repeat business and positive feedback.
  Supported stock management, including liaising with suppliers on availability and special orders.
  Took on additional responsibility when required, including opening and closing the store.
  Maintained shop floor standards, ensuring products were well presented with clear pricing and promotional signage.
  Worked closely with the wider team to keep the store running efficiently and to a high standard.