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Europcar Group UK Limited; East Midlands; On-site; GBP 21,000 - 28,000; Full time

Benefits offered by this job

Competitive salary

6 weeks holiday (incl. bank holidays)

Free on-site car parking

Pension and life insurance

Enhanced Maternity and Adoption Leave

Discounted car hire rates

20% EE mobile discount

Hotel discounts after 12 months

Cycle2Work

Free annual eye tests

BUPA confidential support

Job summary

Europcar Group UK Limited invites applications for a Customer Care Agent based at the Leicester Support Centre. You will manage inbound/outbound enquiries across consumer and corporate customers throughout the rental journey.

Responsibilities include reservations by phone/email, handling live rentals, and post-rental support with complaint management, while ensuring SLA compliance and a professional customer experience.

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.
• Take ownership - for all tasks and duties designated to you.

Responsibilities

• Placing reservations via phone or email utilising multiple applications.
• Assisting customers during their live rental.
• Providing post rental support through proactive complaint management.
• Provide technical support where necessary.
• Act as day-to-day liaison for the Customer and Europcar branches.
• Ensure contractual SLAs are exceeded as specified within our T&Cs and corporate contracts.
• Complete any other reasonable duties requested by Team Leader/Line Manager.

Skills

Administration

Communication

Attention to detail

Customer focus

Team player

Initiative

Pressure handling

Tools

Microsoft Office

Google Workspace

Job description

is the European car and van rental leader with a premium positioning.

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

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

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