Customer Relationship Manager – Call Centre Environment

Salary: £29,182

This is an opportunity to play a pivotal part in the management of our most prestigious client base in the car rental sector.

Working with the Corporate Services Manager, you will manage a customer service team to ensure the performance delivered is the best in the industry. The customers you will be supporting are amongst the most prestigious in our company; therefore, we are looking for an outstanding candidate who strives for excellence in everything they do for this high-profile role.

The role encompasses team and performance management, customer service, complaint resolution, continuous process improvement, as well as developing the best working relationships at all levels within the client base.

You will also have regular face-to-face exposure with clients, supporting the Account Director in monthly business meetings, as well as championing new projects and initiatives. This role will provide considerable internal exposure and the opportunity to work with some of the most highly regarded companies in the UK.

Main duties of the role:

• Manage the In-house site as defined by the Company, ensuring appropriate business solutions are reviewed, agreed, maintained, and enhanced to benefit the Client and the Company.
• Maintain and develop relationships with all key customer contacts within the client base.
• Effectively manage the team to deliver and maintain the highest level of onsite reservations and rental management services in accordance with KPI.
• Motivate, support, and empower the In-house team to achieve all aspects of key performance targets.
• Continuously explore and promote the most efficient and effective working processes to help meet client and customer needs, improving the Company’s profitability, customer service, and demonstrating continuous improvement.
• Develop and maintain strong working relationships with client contacts to gain a greater understanding of their business objectives.
• Identify areas of improvement within current processes and monitor performance.
• Attend monthly review meetings and prepare presentation slides on In-house performance, current issues, challenges, and opportunities.
• Prepare and present regular weekly and monthly reports on In-house service level performance.
• Take full ownership and management of any escalated complaints, including investigation, resolutions, and corrective actions to be communicated within agreed timescales.
• Ensure all In-house procedures and processes are documented and reviewed regularly, highlighting further improvements to Customer Service delivery and process efficiencies.
• Carry out recruitment and selection for all In-house vacancies and be responsible for the training and induction of all new starters.
• Manage the performance of In-house staff to exceed In-house KPI targets and ensure the delivery of the highest standards of customer service.
• Develop and empower staff to undertake increased levels of responsibility.
• Ensure staff understand and adhere to the Company Operating and Quality Procedures.
• Monitor telephony stats and targets, conducting ongoing reviews of call handling and ensuring agents are working to the agreed telephony SLA’s.
• Send updates on daily performance stats and progress to the team throughout the day.
• Ensure up-to-date knowledge of Europcar Group UK strategy is shared with the In-house team.
• Carry out any other reasonable duties or ad hoc tasks as requested by the Corporate Services Manager.