Customer Care Agent

Europcar Mobility Group; Leicester; On-site; GBP 20,000 - 25,000; Full time

Benefits offered by this job

Competitive Basic Salary

6 weeks holiday

Free on site car parking

Pension and life insurance

Enhanced Maternity and Adoption Leave

Discounted car hire rates

20% EE mobile contracts discount

Discounted Accor hotel rates

Cycle2Work

Free annual eye tests

Legal support through BUPA

Career progression and development

Job summary

Europcar Mobility Group in Leicester is seeking a Customer Care Agent to handle inbound/outbound enquiries across the rental journey. The role requires handling reservations by phone or email, providing post-rental support and ensuring high service standards from a multi-system environment.

The Leicester HQ location offers 40 hours per week (Mon-Fri 08:00-18:00, Sat 08:00-13:00). The company highlights a competitive basic salary, extensive benefits, and opportunities for progression within a

Qualifications

• 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 you.

Responsibilities

• 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

Skills

Administrative skills

Communication

Attention to detail

IT literacy

Teamwork

Time management

Customer service

Tools

Microsoft Office

Google packages

Job description

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

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 you

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.

More info at: www.europcar-mobility-group.com