COI Insurance Support Agent

Europcar; Leicester; Hybrid; GBP 21,000 - 28,000; Full time

Benefits offered by this job

Competitive salary

6 weeks holiday

Free parking

Pension & life insurance

Maternity & adoption leave

Car hire discounts

EE mobile discount

Hotel discounts

Cycle to Work

Eye tests

BUPA legal support

Career progression

Job summary

Europcar Mobility Group in Leicester is seeking a COI Insurance Support Agent to handle inbound and outbound enquiries across the rental journey. You will provide high-quality customer service, liaise with branches and customers, and support reservations and accounts.

This hybrid role starts with training at the Leicester office, then offers flexible office/remote work. The successful candidate will demonstrate strong admin skills, IT proficiency, and a proactive approach to resolving queries.

Qualifications

• Excellent administrative skills and attention to detail.
• Proficient in Microsoft and Google packages.
• Customer-centric and able to work under pressure.

Responsibilities

• Establish and maintain good relationships with internal and external customers.
• Assist customers during live rentals and provide technical support where needed.
• Act as liaison for reservations between customers and Europcar branches.
• Ensure SLAs are met and policies are followed.
• Take ownership of queries until resolved and keep the customer journey smooth.
• Collaborate with Ops and accounts to manage overdues and fulfilment.

Skills

Administrative skills

Communication

Attention to detail

Microsoft Office

Google Workspace

Teamwork

Time management

Customer service

Organisational skills

Overtime availability

Reliability

Tools

Microsoft Office

Google Workspace

Job description

Sep 22, 2026

Europcar Mobility Group

At Europcar Mobility Group , our purpose is to help to change the way you move. We are guided by our core values: We are happy to help, We embrace change, We take responsibility, We act with respect and We move as one. Our culture is built on valuing the contribution and diversity of our team where every individual is treated with dignity and respect. Acting with respect is at the heart of everything we do, and we are fully committed to creating a workplace where differences are celebrated and everyone feels empowered to contribute their unique perspectives.

Job Description

Europcar are looking for a COI Insurance Support Agent.

This position adopts a hybrid work model, requiring your presence Monday to Friday for 40 hours per week. During the training period, you will be based in our Leicester office for the entire week. However, once the training is successfully completed, the role will transition to a hybrid working arrangement, allowing for a flexible combination of office and remote work.

The Business Services Department based at Europcar’s Leicester Support Centre focuses on providing a professional reservation, rental management and complaint handling service to our consumer and key account customers, as well as providing administrative support to other business units.

Our COI Insurance Support Agents will be required to manage inbound and outbound enquiries from a variety of consumer and corporate customers, at all stages of the rental journey. Managing a wide variety of contact methods and using various systems and customer platforms, the multi-skilled, cross-functional Insurance Support Agent will ensure an exceptional level of service is provided to all internal and external customers, whilst working in line with Europcar’s policies and procedures.

• Competitive Basic Salary
• Starting on 6 weeks holiday (including bank holidays), increasing with length of service
• Free on site car parki_ng (Free parking is available for colleagues who request a parking space in advance, subject to availability)
• Pension and a life insurance scheme
• Enhanced Maternity and Adoption Leave (subject to service and earning qualifications)
• Discounted car hire rates across our 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

*forms part of current non contractual benefit offering

Main duties of the role:

• To maintain a high quality of Customer Service recognising the Company’s values and objectives.
• Establish and maintain a good working relationship with all of our internal and external customers
• Assisting our customers during their live rental
• Provide technical support where necessary
• To act as the day-to-day liaison for the Customer and Europcar branches to ensure smooth running of our services
• Ensuring contractual SLAs are exceeded as specified within our T&Cs and Corporate contracts
• Complete security of all Europcar policies and rental rates
• 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 requested by your Team Leader and/or Line Manager
• The ability to demonstrate excellent customer service approach and work with strong organisational and prioritisation skills
• Proactive extension and collection reservation management for all COI accounts
• Working with all accounts to manage overdues and proactively help keep rentals up to date
• Assisting with fulfilment by liaising with Ops and the client/Account
• Act as central point of contact for reservation and rental queries for the customer and Operations
• Taking ownership of queries until resolved
• Proactive approach to a smooth customer journey

Key skills and attributes required:

• Excellent administrative skills, communication and attention to detail
• High quality standards
• First class IT - knowledge of all Microsoft and Google packages
• Able to work using own initiative as well as ability to work within a team
• Highly results driven
• Customer centric approach
• Confidence to work across all levels of the business
• Practically minded: able to roll sleeves up and get stuck in
• Available to work overtime when requested
• Proactive approach to tasks
• Work well under pressure and achieve deadlines: excellent time management
• Take ownership - for all tasks and duties designated to you
• Reliable and punctual

We welcome and encourage applications from individuals of all backgrounds, experiences, and abilities, regardless of race, ethnicity, gender reassignment, nationality, sexual orientation, age, disability status, religion, or any other dimension of diversity. We are dedicated to building a team that reflects the communities we serve and fostering an environment of equity and inclusion, where respect for one another is essential. If you need any accommodations or assistance during the application or interview process, please let us know. Together, through mutual respect, we can create a more equitable and inclusive future.

Europcar Mobility Group is a global mobility player, with 75 years of mobility services expertise and a leading position in Europe. “We help to change the way you move” is what we stand for and brings us together.

We offer 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 an increasing share of electric vehicles.

Our brands address differentiated needs, use cases and expectations: Europcar® - a global leader of car rental and light commercial vehicle rental, with a premium positioning, Goldcar® - a frontrunner at providing low-cost car rental services in Europe, and Fox-Rent-A-Car®, one of the main players in the car rental market in the US, with a "value for money" positioning.

Customers’ satisfaction is at the heart of the Group’s ambition and that of our more than 8,000 employees, everywhere we deliver our mobility solutions, thanks to a strong network in over 130 countries.

Europcar is a leading vehicle rental company in over 140 countries, dedicated to providing reliable, flexible, and sustainable mobility solutions for businesses and individuals.

Travel Arrangements Administrative and Support Services

13 ter Boulevard Berthier, Paris, 75017, FR