Customer Service Agent

Leicester, Leicestershire
Tate

JOB TITLE: Customer Care Agent

BASED IN: Europcar Leicester HQ – LE1 4JS

SALARY: 23,200

HOURS: 40 hours per week (Full time) Monday to Friday from 8am to 6pm and also include Saturday morning from 8am to 1pm.

START DATE: Monday 15th April 2024 (Please only apply for this role if you can commit to the start date and have no annual leave for the first 6 weeks)

Company Summary

Here at Tate Recruitment, we are proud to be collaborating with an industry leader, Europcar Mobility Group! Europcar Mobility Group is a global mobility services provider with a leading position in Europe.

Europcar Mobility Group offers to individuals and businesses a wide range of car and van rental services, be it for a few hours, a few days, a week, a month or more, on-demand or on subscription, relying on a fleet of more than 250.000 vehicles, equipped with the latest engines including more and more electric vehicles. Europcar is a fantastic employer to join if you’re looking to build a long term career and develop your skills.

Main Purpose of Job

• To provide an on-site professional and friendly service in terms of managing reservations, extensions, terminations and customer service for customers
• Establish and maintain a good working relationship with Corporate customer and Europcar rental Stations
• Manage all reservations received via phone, email and third party integrated systems
• Complete any reservation amendments
• Terminate vehicle rental as requested by the InHouse customer via the reservation system
• Ensuring all SLA’s within the contractual agreement are achieved
• To act as the day-to-day liaison for the Customer and Europcar branches to ensure the smooth running of the service
• Maintain complete security of all Europcar policies and rental rates
• Carry out other tasks and duties as may reasonably be required
• Completing all reports within agreed service levels
• Response to customer and stations emails/ queries
• Ability and confidence in dealing with queries over the telephone and meeting call service agreements

Responsibilities

• To understand and observe the Company’s Policies and to follow all Operational Procedures and working instructions applicable to the job
• To understand Europcar Group’s Vision, Mission and Values
• To maintain a high quality of Customer Service recognising the Company’s One objectives
• Ensure all reservations are accepted and managed promptly and accurately
• Ensure all bookings are confirmed by the stations prior to the close of business on a daily basis
• Ensure any system issues / contract discrepancies are brought to the attention of the Team Leader / Line Manager at the earliest opportunity
• Ensure that a professional and courteous image is portrayed at all times, both personally and in attitude and appearance in the work area
• To complete any other reasonable duties as requested by your team leader and or line Manager

Skills/Essentials

• Excellent administrative skills, communication and attention to detail
• First class IT – knowledge of all Microsoft packages
• Ability to work on own with ability to work with a team when required
• Results and customer service focused
• Confidence to work across all levels of the business
• Practically minded: able to roll sleeves up and get stuck in
• Available to work overtime should it be required – even at short notice
• Work well under pressure and to deadlines
• Take responsibility – for tasks and responsibilities whereas an individual or as part of the team

Benefits

• Competitive Salary
• Starting on 6 weeks holiday (including bank holidays), increasing with length of service
• Enhanced Maternity and Adoption Leave (subject to service and earning qualifications)
• Free on site car parking via a rota
• Pension and a life insurance scheme
• Discounted car hire rates across the network
• 20% discount on EE mobile phone contracts
• Discounted hotel rates through the Accor Group after 12 months service
• Cycle2Work
• Free annual eye tests
• Confidential legal and support service through BUPA
• Career progression and development

This is an excellent opportunity to join Europcar, a company that values its employees, offering a collaborative working environment and a range of benefits to support your long-term goals. Apply now and contribute to a team committed to providing unmatched customer service.

Please be aware this advert will remain open until the vacancy has been filled. Interviews will take place throughout this period, therefore we encourage you to apply early to avoid disappointment.

Please be aware this advert will remain open until the vacancy has been filled. Interviews will take place throughout this period, therefore we encourage you to apply early to avoid disappointment.

Tate is acting as an Employment Business in relation to this vacancy.

Tate is committed to promoting equal opportunities. To ensure that every candidate has the best experience with us, we encourage you to let us know if there are any adjustments we can make during the application or interview process. Your comfort and accessibility are our priority, and we are here to support you every step of the way. Additionally, we value and respect your individuality, and we invite you to share your preferred pronouns in your application.