- 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.