A renewed focus on delivering an excellent customer experience is the reason behind two new appointments at Melville Volkswagen.

Nathan Edwards is the new Fixed Operations Manager and will head up both the service department and the parts department in a move designed to streamline the dealership’s aftersales processes and deliver great customer service.

Gael Vaughan is our new Customer Relations Manager and will focus on maintaining our relationship with customers after sales or service is complete, handling any complaints and making sure we deliver high standards of customer care.

Nathan and Gael are existing employees at the dealership, so their appointments represent well deserved promotions.

Bata Jovanovic, Dealer Principal, said: “Having Nathan and Gael in these roles means we can hit the ground running. They are already familiar with the business, know the values we represent and have a lot of relevant experience in dealing with customers and the Volkswagen brand. It’s great to be able to promote within our dealership, knowing that both will bring a renewed focus to customer service across all aspects of our business.”

Nathan has been at Melville Volkswagen for two years as the Parts Manager working across two dealerships and the 4WD accessory store Essential4WD. He has worked in the automotive industry for more than 20 years.

He said: “I’m up for a new challenge and running this busy service department, alongside Parts, will be one of the biggest things I’ve done in my career, but I am really looking forward to it. I aim to be approachable and to keep customers informed every step of the way.”

Gael started at Melville Volkswagen a year ago, working on our busy Reception Desk, which exposed her to all elements of the business, fielding more than 100 calls a day. Prior to this she worked in hospitality, where she gained 12 years of experience in customer service.

“This is a really busy job,” she said, “but I’m keen to make sure every customer who comes through our door, whether it’s to buy a Volkswagen, get one serviced or purchase a part, has a great experience with us – and that we constantly strive to do our utmost to help everyone.”

Both appointments are effective immediately.