Customer Care Agent

Europcar; Leicester; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Competitive salary

6 weeks holiday

Free on-site parking

Pension and life insurance

Enhanced maternity leave

Discounted car hire rates

EE discount on mobile contracts

Accor hotel rates after 12 months

Cycle to work scheme

Eye tests and BUPA support

Job summary

Europcar Leicester HQ is seeking a Customer Care/Reservation Agent within the Business Services Department. The role handles inbound and outbound inquiries across the rental journey, placing reservations via phone or email and providing post-rental support.

You will work 40 hours per week, Monday to Friday 08:00–18:00 and Saturday 08:00–13:00, at the Leicester Support Centre. Benefits include a competitive salary, six weeks holiday, on-site parking, pension and life insurance, maternity leave

Qualifications

• Excellent customer service skills with attention to detail.
• Experience handling reservations and enquiries via multiple channels.
• Strong communication and organisational skills.
• Confident with IT systems and daily use of Microsoft and Google packages.

Responsibilities

• Manage inbound and outbound enquiries from consumer and corporate customers.
• Process reservations via phone or email using multiple applications.
• Provide post-rental support and proactive complaint handling.
• Liaise with Europcar branches to ensure smooth service delivery.
• Adhere to company policies and service level agreements.

Skills

Customer service

Reservation handling

Communication

IT literacy

Tools

Microsoft Office

Google Workspace

Job description

**Job Description******Location:** Leicester HQ**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 Customer Care 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 Customer Care 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.Working hours: 40 hours per week: Monday - Friday - 0800 -1800 and Saturday - 0800 -1300**Benefits:*** Competitive Basic Salary* Starting on 6 weeks holiday (including bank holidays), increasing with length of service* Free on site car parking *(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:*** To maintain a high quality of Customer Service recognising the Company’s One objectives.* Establish and maintain a good working relationship with all of our internal and external customers* Placing reservations via phone or email utilising multiple applications and/or providing reservation support to those using direct hire sites* Assisting our customers during their live rental* Providing post rental support through proactive complaint management* 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**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* Work well under pressure and achieve deadlines: excellent time management* Take ownership - for all tasks and duties designated to youIf you believe you have what it takes to become a successful Reservation Agent within Europcar, then please apply today!*Agencies - Please do not send any speculative candidates or CVs in response to this advert. The Company will not accept any terms and conditions based on speculative applications being sent.*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.