Why choose Europcar?

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. More than ever, we are committed to delivering simple, seamless, innovative solutions that make mobility easy, enjoyable and increasingly eco-friendly. To do this, 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 #removed# vehicles, equipped with the latest engines including an increasing share of electric vehicles. 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 (including 16 wholly owned subsidiaries completed by franchisees and alliance partners).

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.

Monday - Friday 08:30-17:30. Hybrid working will be an option once fully trained and probationary period is successfully completed.

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 COI Insurance Support 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 Insurance Support 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.

Main Tasks and Responsibilities:

• To maintain a high quality of Customer Service recognising the Company's values and
• Establish and maintain a good working relationship with all of our internal and external customers
• Assisting our customers during their live rental
• 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
• Proactive extension and collection reservation management for all COI accounts
• Working with all accounts to manage overdues and proactively help keep rentals up to date
• Assisting with fulfilment by liaising with Ops and the client/Account
• Act as central point of contact for reservation and rental queries for the customer and Operations
• Taking ownership of queries until resolved
• Proactive approach to a smooth customer journey

Key Skills/Essentials:

• 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
• Proactive approach to tasks
• Work well under pressure and achieve deadlines: excellent time management
• Take ownership - for all tasks and duties designated to you
• Reliable and punctual

If you believe you have what it takes to become a successful Customer Care Agentwithin 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.

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