Apprentice Customer Care Agent

  • Europcar
  • Leicester
  • £6.25 per hour

An exciting opportunity to start a fantastic career with one of the world’s largest car rental companies on their sought after and industry leading apprenticeship programme. If you are dynamic and ambitious, apply now!

Vacancy employer logo for Europcar

  • GMFJ Reference
    161961
  • Wages
    £6.25 p/h
  • Hours
    40.00 per week
  • Date Posted
    03/12/2021
  • Start Date
    11/07/2022

  • Location
    Leicester
  • Status
    Now Taking Applications
  • Sector
    Customer Service
  • Opportunity Type
    Advanced Level 3
  • Employer
    Europcar

Description

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.

KEY COMPETENCIES

Main Tasks and Responsibilities:

  • To understand and observe the Company’s Policies, following all operational procedures and working instructions applicable to the job
  • To understand and work in accordance with Europcar Group's Vision, Mission and Values.
  • 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

For more information about this vacancy please contact Learning Skills Partnership on 01482338840 (Ref ID: 161961)

  • Excellent administrative skills, communication and attention to detail
  • 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
  • Excellent communication skills
  • Can demonstrate assertive behaviour to ensure all responsibilities are completed
  • Practically minded: able to roll sleeves up and get stuck in
  • Work well under pressure and achieve deadlines: excellent time management
  • Take responsibility - for all tasks and duties designated to yourself or your team

  • GCSE or equivalent maths and English at grade C or above desirable but not essential.

Customer Service Specialist Level 3.

This apprenticeship programme is delivered with a blended learning approach and includes a mixture of onsite tutor visits and online tutor led sessions. All delivery is completed in the workplace and you will not need to attend any off-site training.

  • Customer centric attitude
  • Confidence to work across all levels of the business
  • Highly results driven
  • Available to work overtime should it be required - even at short notice
  • High quality standards

Full training will be given in this challenging and varied role to ensure that the apprentice has the skills and expertise to become and be considered as a permanent member of Europcar.

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Opportunities with Learning Skills Partnership

With Learning Skills Partnership (LSP) you can be reassured that they are not just any ordinary Training Company. They bring a wealth of experience and knowledge to their Apprenticeship programmes, focusing on key business sectors; including the Automotive Retail and Construction industries.

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