Customer Service Representative

U Drive; England; On-site; GBP 21,000 - 30,000; Full time

Benefits offered by this job

30 days annual leave

Training and development

Discounts at 3,000+ stores

Free eye tests

Competitive pension

Employee discount

Employee Wellbeing Program

Job summary

U-Drive is hiring a Customer Service Representative for our Poole branch. You will engage with customers daily, handle bookings, and provide a high-quality service in a fast-paced environment.

Under the Branch Manager, you’ll work a 45-hour rota that includes weekends, ensuring smooth vehicle hire experiences and addressing inquiries promptly.

Qualifications

• Strong customer service experience in a fast-paced environment.
• Excellent telephone manner and communication skills.
• Able to work in a 45-hour rota including weekends.
• Team player with a can-do attitude.

Responsibilities

• Generate quotes based on customer requirements and manage bookings.
• Confirm vehicle bookings and customer needs by phone.
• Administer rental hire contracts.
• Use internal systems to create and process bookings.
• Verify customer IDs and insurance requirements.
• Offer add-ons and insurance products at point of sale.
• Check vehicles in/out with customers and explain hire terms.
• Process payments and refunds via multiple methods.
• Handle customer queries and complaints face-to-face or over the phone.
• Conduct vehicle checks and note any damages.
• Coordinate with workshops for SMR and vehicle faults.
• Assist with deliveries, collections, and vehicle valeting when needed.

Skills

Customer service

Telephone manner

Team player

Resilience

Communication skills

Tools

CRM systems

Booking systems

Job description

U-Drive are hiring! We have an great opportunity for a dynamic Customer Service Representative to join our committed team in Poole. We are looking for a dedicated and hardworking individual who thrives in a dynamic and fast-paced work environment. As a vital part of one of U-Drive's essential teams, you'll play a key role in ensuring outstanding customer service.

About the Role

Under the guidance of the Branch Manager, you'll be part of a 45-hour rota that includes weekends. Your primary focus will be engaging with customers at the branch daily and addressing any inquiries that may arise.

Role Responsibilities

• Generating quotes based on customer requirements and managing bookings
• Confirming vehicle bookings and customer needs through phone calls
• Administering Rental Hire Contracts
• Utilizing internal systems for creating and processing vehicle bookings
• Verifying customer ID and making decisions based on insurance requirements
• Offering additional insurance products, upgraded vehicles, or add-on sale items during the point of sale
• Checking vehicles in and out with customers, explaining terms of the hire
• Handling payments, processing refunds via credit cards, cash, and online payment methods
• Managing customer queries and complaints both over the phone and face-to-face
• Conducting vehicle checks with customers, noting existing and new damage incurred during the hire
• Managing vehicle faults, damage, or SMR (Service, Maintenance, and Repair) to workshops
• Assisting with deliveries and collections of vehicles when required
• Assisting with vehicle valeting when necessary

About You

The ideal candidate will be a can-do individual who thrives in a fast-paced work environment. Collaborating closely with the Branch Manager, the successful candidate will play a pivotal role in ensuring efficient vehicle hiring services, providing an exceptional customer experience.

• Full clean UK driving license

• Positive "Can do" attitude
• Ability to thrive in a fast-paced, changing environment
• Strong team player
• Commitment to providing excellent customer service
• Excellent telephone manner and communication skills
• Ability to work under pressure and meet deadlines
• Resilience in handling customer queries and complaints

About Us

Established four decades ago, U-Drive is a family-owned and operated vehicle rental company that provides high-quality cars, LCVs, and specialised vehicles across the UK. Our cohesive team takes pride in delivering superb service to both business customers and private hirers.

What We Offer

• 30 days (including bank holidays) annual leave in your first year, with additional accrual after 24 months of service up to your 5th year, reaching 33 days of annual leave
• Training and development opportunities
• Discounts at 3,000+ stores
• Free eye tests
• Competitive pension
• Employee discount across U-Drive branches
• Employee Wellbeing Program