Customer Care Agent

Europcar Mobility Group

At Europcar Mobility Group our purpose is to help to change the way you move. We are guided by our core values: We are happy to help We embrace change We take responsibility We act with respect and We move as one. Our culture is built on valuing the contribution and diversity of our team where every individual is treated with dignity and respect. Acting with respect is at the heart of everything we do and we are fully committed to creating a workplace where differences are celebrated and everyone feels empowered to contribute their unique perspectives.

Job Description

This position adopts a hybrid work model requiring your presence Monday to Friday for 40 hours per week. During the training period you will be based in our Leicester office for the entire week. However once the training is successfully completed the role will transition to a hybrid working arrangement allowing for a flexible combination of office and remote work.

The Business Services Department based at Europcars 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 complaint contacts from a variety of consumer and corporate customers. 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 Europcars policies and procedures.

What we can offer you:

• 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

Main Tasks and Responsibilities:

• To understand and observe the Companys Policies following all operational procedures and working instructions applicable to the job

• To understand and work in accordance with Europcar Groups Vision Mission and Values.

• To maintain a high quality of Customer Service recognising the Companys One objectives.

• Establish and maintain a good working relationship with all of our internal and external customers

• 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

Skills/Essentials:

• Strong written skills

• 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 attitude

• Confidence to work across all levels of the business

• Practically minded: able to roll sleeves up and get stuck in

• Available to work overtime should it be required - even at short notice

• Work well under pressure and achieve deadlines: excellent time management

• Take responsibility - for all tasks and duties designated to yourself of your team

If you believe you have what it takes to become a successful Customer Care Agent within Europcar then please apply today!

Agencies - Please do not send any speculative candidates or CVs in response to this advert. The Company will not accept any terms and conditions based on speculative applications being sent.

We welcome and encourage applications from individuals of all backgrounds experiences and abilities regardless of race ethnicity gender reassignment nationality sexual orientation age disability status religion or any other dimension of diversity. We are dedicated to building a team that reflects the communities we serve and fostering an environment of equity and inclusion where respect for one another is essential. If you need any accommodations or assistance during the application or interview process please let us know. Together through mutual respect we can create a more equitable and inclusive future.

Europcar Mobility Group is a global mobility player with 75 years of mobility services expertise and a leading position in Europe. We help to change the way you move is what we stand for and brings us together.

We offer to individuals and businesses a wide range of car and van rental services be it for a few hours a few days a week a month or more on-demand or on subscription relying on a fleet of more than 250.000 vehicles equipped with the latest engines including an increasing share of electric vehicles.

Our brands address differentiated needs use cases and expectations: Europcar - a global leader of car rental and light commercial vehicle rental with a premium positioning Goldcar - a frontrunner at providing low-cost car rental services in Europe and Fox-Rent-A-Car one of the main players in the car rental market in the US with a value for money positioning.

Customers satisfaction is at the heart of the Groups ambition and that of our more than 8000 employees everywhere we deliver our mobility solutions thanks to a strong network in over 130 countries.

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