Customer Service Manager – Prestigious Client Base

Recruitment Avenue; Leicester; On-site; GBP 35,000; Full time

Job description

Salary: £35k

Location: Leicester

Working with the Corporate Services Manager, you will manage a dedicated car rental customer service team to ensure the performance delivered is the best in the industry.

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.

The customers you will be supporting are amongst the most prestigious in the company; therefore, they are looking for a candidate who strives for excellence in everything they do for this high-profile role.

You will also have regular face-to-face exposure with clients, supporting the Account Director team at the monthly business meetings, as well as supporting in delivering new projects and initiatives.

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.
• 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 review all processes to ensure we are operating most effectively in support of our clients’ requirements.
• Continuously explore and promote the most efficient and effective working processes to help meet the client and customers to improve the Company’s profitability, customer service, and demonstrate continuous improvement.
• Develop and maintain strong working relationships with client contacts to gain a greater understanding of their business objectives.
• Prepare and present regular weekly and monthly reports on In-house service level performance.
• Full ownership and timely management of any escalated complaints from initial investigation through to successful resolution, along with any corrective actions.

Team Management:

• 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.
• Responsible for the performance and management of In-house staff, to exceed In-house KPI targets to ensure we deliver 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 the telephony stats and targets, ongoing review of call handling, and ensure 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.
• Complete regular quality checks on work completed by your team.

Key skills and attributes required:

• Maintain a high quality of customer experience, recognising company Strategy and Objectives.
• Follow all operational procedures and working instructions applicable to the job.
• Ensure all KPIs, both individual and team-based, are accepted and managed within the agreed SLA.
• Ensure any system issues/contract discrepancies are brought to the attention of the Corporate Services Manager.
• Ensure that a professional and courteous image is portrayed at all times, both personally and in attitude and appearance in the work area.
• Good knowledge of the car rental industry would be advantageous but not essential; however, demonstrating the ability to manage a dedicated team with ‘client centricity’ is essential.