Customer Service Representative

U-Drive Vehicle Hire; Poole; On-site; GBP 21,000 - 26,000; 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 across U-DriveBranch

Employee Wellbeing Program

Job summary

U-Drive Vehicle Hire in Poole is seeking a Customer Service Representative to join our branch team. You will engage with customers daily, process bookings, issue quotes, and support vehicle hires with a high level of service.

The role requires a can-do attitude, a full UK driving licence, and strong communication skills to handle inquiries face-to-face and over the phone. A 45-hour weekly rota includes weekends, with training and employee benefits.

Qualifications

• Excellent customer service skills.
• Strong communication abilities (phone and in-person).
• Team player with positive attitude.
• Able to work in fast-paced environment.

Responsibilities

• Generate quotes and manage bookings for customers.
• Confirm vehicle bookings and handle inquiries by phone.
• Administer rental hire contracts and process payments.
• Operate internal systems for bookings and check vehicle status.
• Verify customer IDs and insurance requirements.
• Offer additional insurance products or upgrades at sale point.
• Conduct vehicle checks with customers and document damage.
• Handle complaints and resolve customer issues face-to-face or by phone.
• Assist with deliveries/collections and vehicle valeting when required.

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

Requirements

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.

About You

• 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