Customer Care Agent

Goldcar Spain S.L.U; Leicester; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading mobility service provider in Leicester is seeking a Customer Care Agent to manage the end-to-end customer service process. The role requires effective complaint management, liaison with various internal teams, and adherence to customer service KPIs. Ideal candidates should have experience in the vehicle rental or motor claims sector, showcasing strong customer service skills.

Benefits

Competitive Basic Salary

6 weeks holiday

Free on-site car parking

Pension and life insurance scheme

Career progression and development

Qualifications

• Experience in vehicle rental or motor claims environment.
• Ability to manage customer service queries effectively.
• Skilled in complaint investigation and root cause analysis.

Responsibilities

• Manage the end to end customer service process.
• Ensure high performance delivered to all accounts.
• Attend business reviews and discuss query resolutions.
• Produce accurate management reports.

Skills

Complaint management

Customer service

FCA delegated authority processes

Reporting

Job description

To provide a professional and friendly service to customers; based in Europcar’s Business Service Department in Leicester, you will manage the end to end customer service process for the customer, providing live and after rental support.

You will be responsible for ensuring a high level of performance is delivered to all Motor Insurer accounts assigned to you by working closely with the ISS Manager, Account Directors, Operations and our Customers to ensure a seamless end to end service is provided through complaint management, root cause, detailed reporting and fault correction.

You will be a point of escalation support for all accounts as required and attend business reviews with them to discuss query to rental performance. Ideally you will have a good understanding of vehicle rental or have gained experience working within a motor claims
environment. You will be familiar with FCA delegated authority processes.

What we can offer you:

Competitive Basic Salary

Starting on 6 weeks holiday (including bank holidays), increasing with length of service

Free on site car parking

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:

• Establish and maintain a good working relationship with internal Europcar teams and our valued Insurance segment accounts
• Have an extensive understanding of complaint management, investigation and root cause correction
• Have a good understanding of FCA delegated authority processes
• Manage any customer service queries, relating to live and closed rentals, completing full investigation and resolution
• Work alongside the ISS and Subcontracting Manager, the Customer Experience Director, the Sales team and other Business Services teams to identify the root cause of customer service queries and make recommendations for improvement
• Capability to produce accurate and effective management reports
• Work alongside our valued accounts to ensure key Customer Service KPIs are exceeded and support on business reviews as required
• Answer calls within agreed service levels to assist with the customer journey
• All emails to be actioned and filed, ensuring any agreed SLAs are achieved
• Maintain complete security of all Europcar (UK) policies, rates, terms and conditions
• Carry out any other tasks and duties as may reasonably be required
• Ensure all cases are actioned within the SLA and that a full investigation is performed for every case
• Confirm all points are answered for every case
• To ensure the Europcar Mobility Group image is upheld
• Check that a full and complete resolution is provided to ensure the case remains closed.
• Ensure the reporting templates are filled out correctly and sent out within the SLA
• Verify the deposit, excess, damage and fuel policy is clearly explained to the customer where applicable.
• Make sure query emails are actioned on time, promptly
• Establish that costs are reviewed prior to authorising any refunds or other redress where Europcar is found to be at fault

Key skills and attributes required:

• To maintain a high quality of customer experience, recognising Europcar Group Strategy and objectives
• To understand Europcar Group’s Vision, Mission and Values
• To follow all operational procedures and working instructions applicable to the job
• Ensure all KPIs, both individual and team based, are accepted and managed within the agreed SLA
• Ensure any system issues / contract discrepancies are brought to the attention of the Account Manager / Director and your 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
• Complete quality checks on work pieces completed by your team
• Work alongside the ISS management team and the Business Services Training & Quality team to ensure high quality output of all team members

If you believe you have what it takes to become a successful Customer Care 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.

Europcar Mobility Group

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.