Job 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. You will also provide a professional and friendly service to customers. Reporting into the Online Systems Manager you will answer customers’ calls relating to our VIP and Specialist consumer reservation products. Working hours: 40 hours per week: Monday - Friday - 0800 -1800 What we can offer you: Competitive Basic Salary Starting on 6 weeks holiday (including bank holidays), increasing with length of service 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 duties of the role: 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 Answer calls and book specialist reservations 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 Key skills and attributes required: 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 approach Confidence to work across all levels of the business Practically minded: able to roll sleeves up and get stuck in Available to work overtime when requested Work well under pressure and achieve deadlines: excellent time management Take ownership - for all tasks and duties designated to you If you believe you have what it takes to become a successful Reservations 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. Europcar Mobility Group 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 Group’s ambition and that of our more than 8,000 employees, everywhere we deliver our mobility solutions, thanks to a strong network in over 130 countries. More info at: www.europcar-mobility-group.com