Customer Service Representative

U-drive Ltd; Poole; On-site; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Annual leave 30 days

Training & development

Pension scheme

Employee discounts

Free eye tests

Wellbeing program

Staff discounts

Job summary

U-Drive Ltd in Poole is seeking a proactive Customer Service Representative to join our busy branch. You will engage with customers daily, handle inquiries, and support bookings and vehicle hires.

The role operates on a 45-hour rota including weekends, with duties ranging from taking payments to processing contracts, checking IDs, and offering add-ons. A full clean UK driving licence is required, and a positive can-do attitude is essential.

Qualifications

• Excellent customer service and communication skills.
• Ability to handle inquiries and resolve issues calmly.

Responsibilities

• Generate quotes based on customer requirements and bookings.
• Confirm vehicle bookings and customer needs by phone.
• Administer rental hire contracts and document processing.
• Use internal systems to create and process bookings.
• Verify customer IDs and assess insurance requirements.
• Offer additional insurance products and upgrades at the point of sale.
• Check vehicles in/out with customers and explain hire terms.
• Handle payments and refunds via multiple methods.
• Manage customer queries and complaints by phone and in person.
• Conduct vehicle checks and note damages during hire.
• Coordinate with workshops for maintenance and repairs.
• Assist with deliveries and collections as required.
• Assist with vehicle valeting when necessary.

Skills

Customer service

Phone support

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
• 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 licence
• 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
• 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.
• 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, £30,708 - £30,708